Contact Center Analytics for State & Local Government

Operation intelligence and insights every State and Local Government agency can benefit from.

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HOW emite SUPPORTS STATE & LOCAL GOVERNMENT

emite is the go-to cloud contact center reporting and analytics solution for State and Local Government. emite real-time and historical dashboards bring your most important KPIs to the forefront, helping provide the insights your team needs to improve operational efficiency in the contact center and create a world-class customer experience.

Omnichannel Reporting & Analytics

Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management

Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.

Ingest Multiple Data Sources

emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.

Competitive Pricing

emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve.

Improved Operational Efficiency

Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.

Improving Data Integrity to Reduce Taxpayer Dollars

The volume of call traffic, the nature of the calls, and the strict budget and resourcing constraints make effectively managing a state, local, or municipal government contact center incredibly challenging for Workforce Management (WFM) teams – especially when the data they need to make critical staffing and resourcing decisions is not reliable.

Learn how emite helped one of the largest municipal governments in the United States:

Identify and fix costly data discrepancy issues
Provide reliable, real-time and historical agent performance data to the WFM team
Dramatically improve agent performance and make better staffing and resourcing decisions
Reduce taxpayer dollars by creating a more efficient contact center operation, and
Create a better experience for residents of the county

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Level-Up Your Contact Center Reporting

emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.

Visualize KPIs specific to the unique needs of your business and goals
Make reporting easy and aligned to your specific KPIs
Increase levels of productivity
Improve operational efficiency

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Improve the Contact Center Experience

The evolving digital landscape and increasing adoption of mobile, SMS, web, and chat by virtually every citizen has changed the customer experience that government agencies must provide.

A consistent and high-quality customer experience across all channels is a relatively new approach for government agencies at the state and local level. emite’s real-time and historical analytics dashboards will help your team analyze performance across all of these channels to continuously improve the experience for the customer and keep your government contact center operating efficiently.

Integration with Third Party & In-House Apps

State and local government contact center operations can comprise of many different technologies. emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.

Spend less time creating reports and more time analyzing the data
Quickly and easily analyze agent performance to help with agent training and agent churn
See current support & ticket statuses to ensure you have the right number of agents staffed
Unlock insights into critical KPIs to paint a better picture of overall contact center performance

This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.

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Effectively Manage Remote Agents

Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment and with a rise in calls and digital interactions from customers. State and local governments more than ever need to continue delivering reliable customer service while also adjusting to employees working from home.

emite can help effectively manage a remote workforce by providing:

Real-time operational and agent performance analytics
Historical agent performance analytics
Custom KPIs to pull in the data your team needs to analyze remote agent performance
Sentiment analysis
Automated Alerts

By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.

Genesysemite Partner

Our previous on-premise system provided inconsistent and inaccurate data. emite provided visibility, giving the team assurance that our new contact center with Amazon Connect was actually working.

Major Insurance Industry BrandAustralia

Before emite, we were spending hours logging onto multiple reporting platforms and even more time trying to create reports to show our Board exactly how our contact center was performing. emite’s dashboards are simple to use and have transformed the way we analyze our agent performance and improve the customer experience.

Enterprise Financial Services BrandNorth America

READY TO TALK ABOUT emite FOR YOUR LOCAL STATE OR GOVERNMENT?

Get in touch with your regional emite office