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Citizen Connect: Future Ready Contact Centre Solution

Discover the potential of a cutting-edge digital contact centre. Deliver a flawless, immersive communication experience through a revolutionised platform.

Benefit from a contact centre that seamlessly integrates social media, SMS, WhatsApp, Virtual Agents, and other tech channels, supported by artificial intelligence (AI) and natural language processing (NLP), enabling agents to monitor a customer’s interactions across a multitude of communication platforms.

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Step into the digital era with the cutting-edge digital contact centre. Beyond merely responding to citizen concerns, Microsoft Technology transforms your contact centre, anticipating and resolving potential challenges, providing tailored assistance, and improving overall citizen interactions.

Future of Contact Centre

The traditional contact centre simply doesn’t meet today’s digital expectations.

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Citizens demand more ways to interact. A digitised contact centre is imperative to provide that first-class omnichannel interaction allowing them to easily choose from communication channels of their choice.

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Agents need more resources to automate tasks, generate ideas, and get insights to assist them in delivering personalised and secure experiences.

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A digitised, unified, efficient contact centre is imperative to providing first-class, first-hand citizen interaction.

Transforming Citizen and Agent Experience

Transforming Citizen and Agent Experience Diagram

In today’s digital world, innovation is reshaping customer service models. Citizens are gravitating towards digital channels such as text messages, WhatsApp, or chatbots, paving the way for tailored interactions vital for top-notch citizen engagement.

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A comprehensive customer service channel is paramount to ensure the best agent experience. Microsoft Digital Contact Centre accomplishes this by effortlessly merging all communication avenues into one platform, avoiding the need for agents to juggle multiple digital tools.

Turbocharge your Digital Contact Centre with AI

The evolving landscape of business applications is undergoing a transformative shift with the integration of generative AI. Organisations are already exploring Artificial Intelligence capabilities with CloudSource through Microsoft Dynamics 365 Copilot, which emerged as a groundbreaking solution that brings the latest breakthroughs in AI to every facet of business operations.

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Hear from our Chief Technical Officer, Ashish Kapoor, on how AI capabilities using Dynamics 365 Copilot can transform and future-proof UK citizen experiences.

Visual on Microsoft Copliot

How to get started

As citizens demand diverse engagement channels and expect more tailored interactions, organisations must adopt technology to enhance the digital contact centre experience.

CloudSource’s Citizen Connect programme fast-tracks the adoption of Digital Contact Centres for public sector organisations. Leveraging Microsoft’s IDEA framework, CloudSource offers an organised set of workshops to strategise the implementation of a Digital Contact Centre experience. This empowers public-sector organisations with a risk-free approach for solutions, creates a future vision and innovates employee and citizen experiences.

Start your Digital Contact Centre Journey

Download our free Digital Contact Centre brochure to get answers to these key questions and more.
  • Are you digitally ready for the technology evolution and the AI era?

  • Do you know the guiding principles for leveraging Microsoft technology to digitize your contact centre for increasing agent productivity and driving seamless citizen experience?

  • Do you have the resources to establish a technical and strategic roadmap to expedite the business processes?

Please complete the form to register your interest and download the workshop details.
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Want to learn more? Get in touch to see how we transform organisations in the new digital world.

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