Contact Center Software for Government

Driving Digital Transformation in Public Administration, this is a pivotal moment for the country’s digital transformation. Following the Government’s directives, ministries, agencies, and local authorities are rolling out synchronized digital platforms to manage and deliver public services—ensuring citizens and businesses receive fast, transparent, and efficient support.

In the context where citizens are increasingly familiar with services from businesses (banks, telecoms, e-commerce, etc.), they now expect fast, friendly, and easily accessible service from government agencies. Moreover, the media and social networks have become highly effective “community oversight channels,” where even a single case of “calls going unanswered” or “applications without guidance” can trigger significant public relations issues and reduce an agency’s credibility.

However, government agencies still rely on traditional communication methods such as landline phones, individual call centers, or personal phone numbers, lacking a centralized system to store and retrieve customer history or support content.

Current State of Legacy Systems in Government Agencies

Many government agencies still rely on traditional communication methods, like department-specific landlines and direct calls to single-line switchboards or individual numbers. These systems lack data storage, interaction history, and accessible support content, limiting efficiency and collaboration.

Government agencies still operate in a “one-way notification” mode, without flexible channels for support, feedback, or dialogue. Citizens submitting feedback through official systems often experience a “send and forget” situation, with little or no response.

There is no system to measure service effectiveness—such as the number of calls handled or customer satisfaction levels. Calls are not recorded, interactions are not tracked, making it difficult to review errors or address unprofessional behavior from staff handling inquiries.

Citizens are required to provide their personal information repeatedly for each procedure, even if it has been submitted before. The support history systems are outdated, forcing callers to start from scratch every time. This wastes time, increases the workload for staff, and negatively impacts the citizen experience.

During peak periods—such as issuing chip-enabled ID cards, online passport applications, or land registration—the volume of citizen calls to government agencies surges. Many single-line switchboards cannot handle the load, forcing citizens to call multiple times, wait, or even be denied service. As a result, citizens struggle to access official information and often rely on unofficial service intermediaries.

Indirect support systems—such as phone, messaging, or social media channels—have received limited investment, resulting in an incomplete public service experience, particularly for the elderly and residents in remote areas with limited access to technology.

Contact Center Software for Government

Automated Call Distribution (Call Routing)
The system routes incoming calls to the appropriate specialist or department according to the request type. It can handle hundreds of calls concurrently, unlike the current single-line setup. An Interactive Voice Response (IVR) system allows citizens to select the support they require, minimizing wait times and misrouted calls. An AI Voicebot provides assistance with routine inquiries.

Omni-Channel Integration
The system integrates multiple channels, including phone, email, live chat, Zalo OA, Facebook, and the public service portal. Citizens can ask questions, submit feedback, and track the progress of their applications on a single platform. The system can automatically respond to frequently asked questions via a chatbot, freeing up staff time.

Complete Call and Interaction History
Every call, interaction, and related case is recorded in the system. Citizens no longer need to repeat their information each time they contact the agency. Staff can access the full interaction history to provide accurate, consistent, and continuous guidance, enhancing the overall citizen experience.

Call Recording and Quality control
Calls are recorded, scored, and assessed to improve staff training and performance. The system tracks average response times, resolution rates, and citizen satisfaction levels. Detailed reports enable leadership at all levels to monitor public service operations in real time.

Easily Scalable to Serve More Users
The system can be expanded to include additional tasks such as processing deadline alerts, appointment reminders, and post-service citizen surveys via SMS or ZNS. Elderly citizens and those in remote areas with limited tech experience can call a single hotline and receive clear guidance. For tech-savvy users, the system supports multiple platforms, including Zalo, local apps, and web chatbots.

Benefits of PiTEL Contact Center Solution

Workload Reduction and Resource Optimization: Efficiently manage human resources during peak periods such as ID card issuance, disaster response, and other high-demand services.
Enhanced Transparency and Internal Control: Streamline workflows, improve process visibility, and support effective internal audits and compliance monitoring.
Improved Service Quality and Complaint Management: Track and manage citizen interactions to reduce errors, complaints, and negative feedback.
Faster Processing and Decision-Making: Minimize delays in case handling and increase adherence to administrative deadlines.
Support Digital Transformation and Data Integration: Centralize and synchronize data across the system, reduce manual processes, and optimize operational efficiency.
Comprehensive Citizen Access: Provide services to all citizens, including those in remote areas, ensuring accessibility and inclusivity across multiple platforms.

Why Choose PiTEL’s Solution?

Make in Vietnam – Technology Ownership

PiTEL Call Center is software developed by a Vietnamese company, with registered copyright protection. It aligns with the government’s strategy to promote technological self-reliance and support the growth of the domestic software industry.

Security and Compliance

PiTEL Call Center is certified under ISO 27001:2022 for information security management and ISO 9001:2015 for quality management systems. These certifications validate the system’s compliance with international standards, ensuring secure, reliable, and professional operation.

Service Upgrades

PiTEL Call Center emphasizes continuous research and development to improve service quality and flexibly meet practical requirements. The system is regularly updated with new technologies and incorporates user feedback to provide stable and efficient services for agencies and organizations during their digital transformation.

Continuous Operation

With 24/7 monitoring and incident management, along with technical backup solutions, PiTEL ensures continuous system operation and minimizes downtime—an essential requirement for government agencies with high demands for availability and reliability.

Experience PiTEL Solutions

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