Rising business and community expectations for high quality customer service, greater responsiveness, and compliance and privacy requirements  are what drive the public sector to implement strategies to effectively communicate with all constituencies, including citizens, businesses and other government departments. Novo Technologies offers cost-effective solutions that help governments at all levels to optimize their call centers infrastructure and improve service quality.

The Call Recording solution provides governments with reliable digital products built for true redundancy and continuous operation that will safeguard voice interactions for as long as needed. Novo Technologies delivers the tools to quickly and easily search, retrieve and play back recordings, and even access recordings from remote workstations, ensuring superior productivity. Built on an open infrastructure, the solutions are flexible, adaptable to the existing system and support the organization’s evolving needs.

Novo Technologies can help successfully manage and make service quality a priority. The web-based Quality Monitoring solution is the most cost-effective in the industry. Providing managers with the tools to build customizable evaluation grids and reports, it makes it possible to assess the quantitative and qualitative performance of employees, and to improve work consistency.

Identifying the barriers to high levels of first call resolution will contribute to improving the caller's perception, will lower handling times and will dramatically decrease the volume of repeat calls to your department. From the very first call, the citizen’s query can be effectively handled ensuring thereby satisfaction.

Benefits for the Government Sector:

• Guarantee employee compliance with legislation and internal policies;
• Quickly and effectively handle complaints and queries by retrieving archived caller history records;
• Enhance enforcement of compliance and regulations by using new and structured sources of information;
• Easy and fast integration into the existing infrastructure, meeting business operational needs;
• Rely on secure, flexible and reliable call storage, consistently delivering high-quality customer audio files;
• Access all critical and time-sensitive information, regardless of the user’s physical location, through web interface access;
• Deliver improved service and enhanced operational effectiveness.