Oracle Service Cloud Accelerator to Help Manage Day-to-Day Interactions with Constituents

CPI’s Guide-U Solution gives local Government the framework for managing day-to-day interactions

Jump-start your Oracle Service Cloud 311 project

Integrated Communication – Incident Management – Analytics – Knowledge Management – Self-Service

Guide-U Covers the 5 R’s of 311

Receive = Engagement options, relevant responses

Route = Automate for speed and consistency

Review = Insights, trends, and outcomes

Respond = Compress time, monitor, and improve quality

Report = Analyze and adapt

Engage

  • Constituents can create a submission via self-service webpage, telephone, chat, email, walk-in, or SMS
  • Agent will see contact history at a glance, making it easier to make a connection with the constituent
  • Agents will be presented with only the information they need for the topic, helping them to focus on the needs of the constituent
  • Submissions can be automatically routed to help the relevant team stay connected to the constituent

Align

  • Send and receive responses within the submission ticket, no need to jump back and forth between tools
  • Use predefined standard text to respond to constituents consistently, eliminating the potential for conflicting responses from agents
  • Capture the information in the best way for your departments and government systems
Guide-U Communicate
Guide-U Mange

Achieve

  • Better balance between agent quality and efficiency
  • SLAs through more visibility
  • Confidence from your constituents because of increased operational transparency
  • Ease of use for both constituents and agents
  • Higher satisfaction for both constituents and agents

For more information, contact Keith Doucette at kdoucette@cpi.solutions

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