Managed Services
The only 3-1-1 CRM solution provider that also operates contact centers on behalf of government agencies, at all levels of government
Active Network, Government's Managed Services provides call center capabilities to federal, state and local governments for a variety of programs and initiatives. With hundreds of customer service agents, we are uniquely positioned to deliver cost-efficient services as both an operator of citizen facing contact centers and a developer of government contact center request management solutions.
Customers benefiting from our integrated contact center and technology solutions include the U.S. Agency on Aging, Maryland Department of Human Resources, and Pennsylvania State Parks. Click here for more customers.
Features
Our compliment of managed services includes, but is not limited to:
- 3-1-1 and 2-1-1 contact center operations
- Citizen response software development, customization, and hosting
- Knowledgebase development and maintenance
- Call center design, hosting and operation
- Parallel contact center operations
- Agency liaison activities
- Hotlines and crisis support
- Backup and overflow call taking
- Virtual agents
- Payment processing
- Information and referral
- Government employee benefits programs
- Reservation services
- Licensing services (business, DMV, recreational)
Benefits
-
Organization
- Eliminate infrastructure issues related to building call centers and related technology
- Reduce risk and operational costs
- Effectively deliver public services
- Information disaster prevention and business continuity
- Address skill shortages and an aging workforce
-
Citizen
- Improved customer satisfaction
- Positive experience with professionally trained customer service staff
- Convenient access to services
- Accurate responses
