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Customer Interaction Management
Effectively managing customer interactions is vital to the
missions of government agencies and other organizations.
Government agencies are increasingly viewing constituents as
"customers," and seeking to provide levels of customer service on
par with the best in business. At the same time, budgetary
realities are forcing agencies to seek efficiencies to drive down
program costs, to essentially "do more with less."
Pearson Government Solutions is the trusted provider of customer
interaction management services for agencies across the U.S.
federal and international governments. We combine industry best
practices, the right technologies, a high-quality workforce, and
proven transition and training approaches to improve customer
satisfaction while reducing costs.
For Pearson Government Solutions, customer interaction management
is not just about providing call centers. We apply our vast
expertise and experience to fundamentally transform and modernize
customer interactions on behalf of our clients. By integrating all
customer touch-points, we ensure that customers receive timely,
accurate, and consistent information via multiple communication
channels-telephone, e-mail, postal mail, fax, and the Web. And by
capturing critical information about customer interactions, we
provide our clients with the data essential to ensuring program
performance and customer satisfaction.
Trust Pearson Government Solutions to provide the quality service
your customers deserve.
Features of our customer interaction management solutions include:
- 24/7 live customer service representative (CSR)
and interactive voice response (IVR) support
- In-bound and out-bound services
- Knowledge management systems for IVR- and
Web-based customer self-service
- Image-based correspondence processing and
workflow systems
- Congressional correspondence processing expertise
- Multi-language support
- Services for the hearing-impaired and others with
special accessibility needs
- Section 508 compliance
- Large-scale print fulfillment (static and
print-on-demand publications)
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Capability: Operate
Business Process Outsourcing
Customer Interaction Management
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