Cost-effective Quality of Service for Public Entities
You'll find Global CTI Group communications solutions in municipalities and county governments as well as local authorities across California. We also serve many other public sector bodies, including healthcare and educational institutions. This broad experience in the public sector combined with our expertise in communications service has provided us with genuine insights into the particular needs and goals of those who spend taxpayers' money and how they can directly benefit from the effective use of Unified Communications.
Global CTI solutions allow those who run public sector organizations to:
- transform the quality of the services they provide to their stakeholders,
- provide their staff with new tools that enable more efficient working practices
- Cut costs.
Simplifying the development of new services
One technology in particular makes the provision of new stakeholder services possible and affordable. IP (Internet Protocol) brings the technology that drives the Internet into a public body's own information systems, and - because it uses open standards - makes affordable services that were once too expensive to consider. So the deployment of a secure IP infrastructure is almost always the first step that an organization must take when seeking to simplify administrative services and facilitate stronger relationships between it and the people it serves.
A secure IP network provides the foundation on which a public body can easily build a wide range of affordable and highly effective communications solutions and productivity tools. These can provide attractive returns on investment, often paying for themselves quickly in cost savings and efficiencies, and continuing to allow better services to be delivered to stakeholders more cheaply for many years to come.
Accessible and responsive
The use of a single IP network creates distinct advantages in Unified Communications and allows substantial savings to be made on inter-site links for telephone calls, data exchange and the streaming of video, whether for videoconferencing or video surveillance:
- Using shared bandwidth on a multi-site network can deliver savings of up to 30 per cent on subscription and telephony costs.
- IP infrastructures allow stakeholders to access obscure information quickly and inexpensively without visiting the organization's offices.
- Unified messaging brings messages sent via any communications medium together in a single tool. This allows an organization's people to use a single secure source to access every type of message (telephone call, email or fax) from wherever they happen to be. This helps them to be immeasurably more responsive to stakeholders, elected representatives and colleagues alike.
Streamlined and efficient
Bureaucracy and paperwork in the Public Sector is often a reflection of the need for greater accountability. However, that does not mean that bureaucracy cannot be streamlined. An IP network enables data to move just as freely as communications, and that provides opportunities for reducing the time it takes to complete paperwork - and automating the subsequent follow-up - without compromising on the need for transparency.
The migration process
IP simplifies the development of these types of new applications and services, which must be customized to meet the particular needs of the individual public body. Global CTI Group manages the migration towards an IP infrastructure using a well defined and phased approach, tailored to meet the needs of each organization.
These phases include a thorough assessment of what is already in place (legacy systems), feasibility studies, network architecture analyses and the upgrading of those elements of the network that would otherwise create bottlenecks. They also include the setting up of a pilot structure in order to check that what is planned corresponds to what is needed, and the identification of critical issues before the system is rolled out.
The exchange of information over an IP network requires shared systems to be deployed across the network that are able to handle, identify and prioritize the different data flows. And these exchanges must be made compatible with existing applications and equipment. Global CTI Group is actively involved at each stage of an IP network's deployment, ensuring the interoperability of existing systems and applications, and the compatibility of legacy data.
Freedom from time and space constraints
Many of those who work in the public sector are obliged to spend a great deal of time away from their desks, visiting other sites, other public bodies, private sector companies, or peoples' homes. These workers can be given their own direct and secure access to all their organization's data that they are authorized to see - regardless of the time of day or their location.
At the center of all the agility, cost savings and efficiencies that an IP-enabled organization can achieve is connectivity. Stakeholders, elected representatives and staff must all be able to access all the information that they are authorized to see, regardless of the time of day or their location.
Unified Communication and Mobility solutions from Global CTI Group allow employees to maintain secure access to critical information wherever they happen to be in the world and whatever the time of day.
Making the most of every citizen interaction
The use of advanced contact center solutions can greatly enhance the way public sector organizations interact with stakeholders. Connecting the right people to the right information in real-time allows employees to respond quickly and effectively to citizens' requests, greatly improving the quality of experience for both parties. It boosts the productivity and morale of staff and can help reduce operating costs.
The most effective contact centers closely align the best available technology and services with an organization's operating objectives and processes. Global CTI Group's experienced project teams define, deliver and optimize contact center solutions to meet our customers' needs using technology from the world's leading vendors. We continually invest in our people to maintain our expert status including the highest levels of vendor accreditation.
One of the most important elements of any solution is the correct use of intelligent routing of interactions to available contact center agents or employees best qualified to handle a particular call. When implemented alongside tools and processes to allow monitoring, evaluation and management of contact center teams, the quality of experience for citizens and staff can be greatly enhanced.
The introduction of IP and SIP based solutions can also make contact centers more flexible and affordable. When deployed correctly, they allow for more straightforward integration of solutions with existing business applications. Global CTI Group clients, have access to our professional services teams, specialized in the deployment of all forms of contact center solution. Their experience and expertise will help you to make the right technology and service decisions for your organization.