Citizen Experience - Contact Centre Solutions

Contact
Centre Solutions

Streamline citizen access to services

ANTENNA contact centre solutions seamlessly integrate
traditional voice, digital channels and self-service to
streamline citizen access to government services. Our
knowledge management solutions and integration expertise
consolidate all internal systems to empower agents with a
single view of all citizen history and interactions.
Our solutions provide unified access to applications and
information across your department to quickly resolve
customer queries across different channels.

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Align every employee to provide seamless citizen engagement

Contact Centre Solutions

Knowledge Management

Whether it is enabling citizens to self-serve via voice or digital channels, or empowering your agents with the right information and processes; our Knowledge Management solutions use artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.

Our knowledge management systems provide contact centre agents and back office employees with an instant history of the citizen and relevant documentation thereby reducing time wasted switching between multiple screens and systems when providing advice and support.

Self or Assisted Service

Self-service is now the front port of call for many citizens. Our Knowledge Management solutions give citizens a quick and easy way to get help; they understand what customers are looking for and provide a superior experience at a lower cost; freeing your agents to focus on adding value to the customer experience.

Leverage artificial intelligence (AI), digital and voice chatbots, web self-service and knowledge management to create a better citizen experience and automate more interactions. Quickly and simply escalate to an agent for assisted service where necessary.

Omnichannel

Citizen channel of choice

Allow citizens to get in touch however they wish - voice, email, webchat, SMS, or social media. Contact centre agents access all channels and multiple sources of information on a single interface, allowing citizen enquiries to be dealt with quickly and efficiently.

ANTENNA solutions combine knowledge management and case management with all channels of communication in one unified platform; enabling you to maximise employee productivity and improve service quality.

PCI compliance

Take payments securely without bringing your infrastructure into scope of PCI DSS. Our PCI compliant solutions for both voice agent and IVR use dual-tone multi-frequency (DTMF) masking technology, as well as speech recognition, to take payments and secure your customers’ data. No cardholder data is exposed to the contact centre/homeworking agent or enters the company’s environment, safeguarding your customers’ payments.

Agile, Flexible Working

Anytime, anyplace, anywhere

Enabling employees and contact centre agents to work anytime, anyplace, anywhere with full mobility. ANTENNA gives you guaranteed business continuity and remote working flexibility, regardless of agent location while supervisors can fully monitor and report on their employees.

ANTENNA offer virtual contact centre solutions meaning you can continue to serve customers from anywhere.

Delivered in the cloud

Contact-Centre-as-a-Service

ANTENNA’s Contact Centre solutions are delivered using the latest cloud technology. CCaaS means you can easily flex and scale your usage, ensuring you only pay for the services you are using. An ANTENNA solution is delivered however you want it: in the cloud, on-premise or a hybrid of the two. Our solutions architects will work with you to recommend the most appropriate solution for your business.

Integrations

Benefits of ANTENNA contact centre solution

Assisted Service

When a citizen cannot complete their enquiry using self-service options, ANTENNA Contact Centre predictive routing can automatically escalate the issue to the right agent with the right skills to resolve their issue; the system arms that agent with the full interaction history so the citizen does not have to repeat themselves.

Handling citizen payments

Remove citizen payment risk with our PCI DSS compliant solutions for both voice agent and IVR and keep payment data out of the contact centre. Our solutions are fully PCI DSS compliant for agents based in the contact centre or at home. Using dual tone multi frequency (DTMF) ensures that not only keeps you compliant but also offers reduced wait times and a better overall experience for the citizen.

Identity verification

Use ANTENNA ID&V solutions to authenticate citizens faster without multiple security questions. Our solutions use voice biometrics to verify callers in real time to reduce agent handle time and create a better customer experience.

Regulatory compliance

ANTENNA Contact Centre solutions use knowledge management to create a shared repository of policies and procedures to help ensure consistent answers to customer questions, present relevant information automatically during specific processes and guide agents step by step through complex procedures, to ensure regulatory compliance.

AI & Automation

Automate the citizen journey for simple, non-value-added tasks such as payment reminders, renewals and updates. Leverage artificial intelligence (AI), machine learning (ML), digital and voice chatbots, web self-service and knowledge management to empower citizens to self-serve and automate more interactions. Quickly and simply escalate to an agent for assisted service where necessary.

Explore our Contact Centre solutions

See our full range of services

PCI Compliance

ANTENNA utilises the industry leading solution PCI Pal to offer secure payment solutions for Cardholder Not Present payments. Customisable, scalable and reliable, with 24/7 support from our dedicated Westminster service desk and 99.999% uptime.

ANNA

ANNA is our cloud based chatbot for automating and managing digital interactions with citizens or employees through social and messaging platforms. Use AI to reduce repetitive and time-consuming interactions so agents can focus on more complex customer issues.

Omnichannel

Our Omnichannel Contact Centre solutions allow citizens to get in touch via their channel of choice and deliver a unified desktop experience for your agents that fully integrates into all your back office systems. Contact centre agents access all channels and multiple sources of information on a single screen, allowing citizen enquiries to be dealt with quickly and efficiently.