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Starting conditions

The Spanish Government needs to incorporate a solution which enables to maintain the centralised management of calls and improve the availability of the citizen’s service.

Alisys solution

• Development of a Call Steering system with natural language processing technologies to sort citizen’s calls.

• To improve the service availability, the quality of the answers and to free the agents from simple call typologies through virtual agents that:

• Handle and distribute calls to more than 100 destinations.
• Assign prior ID appointments without human intervention.
• Solve simple information requests.
• Carry out satisfaction surveys after the call.

• Increased productivity and improved service management for physical agents to handle 200,000 calls per month in 12 different locations through our Cloud Contact Center solution.

• Multi-channel contact: additional contact channels such as WebChat, enabling citizens to make inquiries via webpage.

• Customised management panels and reports to analyse the service and track the status in real time.