Exceptional customer experiences, designed for the Public Sector

In today’s world, customer experience and enablement are key. Customers are used to doing things on their terms, based on their needs, history, and preferred channels of communication. With VCC for Government, contact center agents can easily deliver tailored experiences and individual solutions.

• Multichannel Contact
  Let customers reach out to you through the channel that works for them—phone, email, chat, or SMS — and provide them the option to leave a voicemail, wait for an agent, or request a call-back.
• Individual Recognition
  The VCC for Government identifies users across channels—whether citizens, workforce, or employees—to put them in touch with the right agent.
• Tailored Responses
  With customers’ information at hand, agents can quickly provide relevant answers or resources and increase first-call resolution.

Fluid, reliable, cross-channel connections are the new standard in communications. VCC for Government can automatically route citizens or government employees to the right agent or method of service across channels, smoothing potential obstacles that could hinder or derail the resolution of their needs.

• Interactive Voice Response (IVR)
  Customize call flows and automated voice menus help callers self-direct verbally or via keypad to agents or pre-recorded messages, for fast resolution.
• Streamlined Routing
  Automatic Contact Distributor instantly queues and allocates calls, and scripting tools help unify routing rules across channels and agents.
• Reliable Accessibility
  VCC for Government offers an uptime SLA of 99.9% for select service components* and geographic redundancy.

The federal government faces a unique set of security challenges, but Verizon has a long legacy of serving the government and protecting personal data and privacy. In fact, the rigorous security of VCC for Government earned it FedRAMP Authorized**, a universal standard for government cloud-based applications.

• Designed for Government
  Dedicated infrastructure is designed for US agencies and standardized FedRAMP security parameters.
• Data Protection
  FIPS 140-2-compliant, end-to-end data encryption as well as user role configurations helps personal and agency data stay protected.
• Reviews and Audits
  FedRAMP authorization means regular third party audits, continuous scanning for vulnerabilities, and monthly security reviews.

**Verizon’s Virtual Contact Center for Government is built on the NICE inContact FedRAMP Authorized CXone Customer Experience Platform.

• Informed Decisions
  Standard or custom, historical or current, the VCC for Government analytics provide direct data access that informs changes at any level.
• On-demand Scalability
  Our pay-per-seat structure allows you to quickly and affordably deploy the services or capabilities that fit what you need.
• Call Volume Management
  VCC for Government manages call volume spikes, so you can effortlessly adapt to national events or fluctuating seasonal demands.

Armed with the right user data, reliable engagement tools, and performance feedback, call center agents can more effectively reach citizens or federal employees and respond to their dynamic needs, driving to greater productivity and user satisfaction.

• Agent Engagement
  Access to the latest technology and tools helps you attract and retain talented local or remote agents who align with your agency’s mission.
• Quality Control
  Call monitoring and recording lets supervisors easily oversee quality, making it clear where agents are excelling or could use guidance.
• Performance Insight
  Encourage continuous self-improvement through the agent performance dashboard, which lets agents see customer feedback.

VCC for Government has the tools to improve efficiency by automating time-consuming processes, enabling working remotely, evenly distributing workloads to avoid agent burnout, and limit upfront costs and control operational expenditures.

• Seamless Implementation
  Integrate with existing customer support systems, HR systems, and contact center infrastructure with our APIs; or build it independently.
• Agent Productivity
  With call volume automation and user recognition, you can empower your agents to reduce call-handling times and increase first-call resolution.
• Consolidate Platforms
  Multiple disparate platforms can be combined in a central cloud based platform regardless of how many locations or agents your agency has.