CRISIS CONTACT CENTER TASK FORCE
Government continuity and resiliency solutions
Solidify continuity of operations in your government
contact center with TTEC's FedRAMP-authorized
at-home contact center services and solutions.
Are your citizens enduring long call wait times? Can you handle the flood of interactions related to unemployment? Are you proactively reaching out to citizens via SMS? Do you need to scale your at-home virtual contact center capabilities?
As the world responds to changing mandates and citizens are confined to their homes, it’s become necessary to swiftly add capacity to citizen experience programs as civilians reach out with questions concerning COVID-19, unemployment, the CARES Act, tax filings, and benefits.
Schedule a virtual meeting, and our government contact center operations and citizen experience experts can help you address your contact center needs. Within 48 hours of being contracted, we can provide immediate solutions, including:
Schedule a virtual meeting, and our government contact center operations and citizen experience experts can help you address your contact center needs. Within 48 hours of being contracted, we can provide immediate solutions, including:
- Expanded capacity for 800 numbers, immediate Self Service options, and intelligent IVR to route top FAQs are available now for your Worker Comp, Dept of Labor, and Health & Welfare calls
- Immediate, on-demand agents to augment your staff who are delivering at home within 48 hours
- Proactively reaching out to citizens via conversational messaging and SMS regarding impacts to tax filings, healthcare and unemployment
I want to schedule a contact center planning meeting
Minimize disruption and stabilize operations with our exclusive TTEC NOW solutions and services
To help government agencies thrive in the face of this surging citizen outreach, we enhanced our best-in-class Humanify@home solution to provide organizations with everything it takes to stand up virtual, cloud-based, omnichannel contact centers in a matter of days – including people, process, and technology
AddNOW
Deploys immediately-available, highly-scalable and extensible at-home technology, and agent solutions to support federal, state and local agencies and their citizens’ needs, ensuring continuity.
MessageNOW
Improves utilization, capacity, and optimizes interactions by rapidly deploying AI-enabled conversational messaging channels (e.g., in-app chat, SMS, web-based chat, social) allowing agents to quadruple the number of interactions they can handle concurrently.
AutomateNOW
Increases workforce productivity by automating citizen interactions using IVA's (intelligent virtual assistants) and processes using RDA (robotic desktop automation) and RPA (robotic process automation).
ManageNOW
TTEC's technology solution for contact center as a service ("CCaaS") which includes our Humanify cloud platform in addition to the design, implementation and ongoing managed services of the technology for both captive and outsourced agents.
Simple, scalable and secure. We've got this.
Safe, secure and compliant technology coupled with best-in-class operational processes, delivered with flexibility, scalability and the confidence to protect your customer relationships. Our software provides at-home associates a comfortable, secure, and connected interface and seamless integration between the customer and TTEC systems. Our proven at-home technology utilizes the same centralized data centers as brick-and-mortar, including PCI Certified Level 1, TLS 1.2 for network security, and multiple hardware and software security controls. AddNOW enables you to quickly add an at-home model with secure technology and business practices.
Award-winning
employee experiences
Amazing citizen experiences require amazing employee experiences. For the past 5 years, we've been recognized for being among the "100 Top Companies with Remote Jobs". We place such an emphasis on culture, we’ve given ours a name: CultureCX. CultureCX is all about treating our teammates right so they’ll pass that happiness and passion onto your customers.
- Virtual community events
- Robust rewards and recognition program
- Virtual team-building activities
- Gamified career paths
- AI-enabled associate experience
- Health and financial resources for total wellness balance
More robust capabilities – when you're ready
Professional services, including Digital Transformation & Strategy Consulting, Workforce Optimization, Advanced Analytics, Journey and Channel Orchestration Knowledge Management & Training Optimization, and more
Contact Center Crisis Task Force
Resources Center
Solution
Increase speed-to-proficiency and quickly ramp-up a remote workforce
with our TrainNOW suite of asynchronous, virtual content. Our certified
managed learning platform delivers bite-sized, gamified training modules
to tailor the learning experience for each employee and skill level.
Blog
Blog | 3 min read
5 Tried-and-True Training Tips for Work from Home Contact Center Agents.
Webinar
Webinar | 30 minutes
Leading citizen experience specialists discuss and answer the burning questions on everyone’s minds, including what are the requirements for effective and timely contact tracing and what technology options are available to enable the full value chain.
Case Study
Case Study | 3 min read
Telecom seamlessly scales apple business chat support.
Blog
Blog | 3 min read
5 Innovations Reshaping Contact Centers for a Post-Crisis World.
Solution
Deploys immediately-available, highly-scalable at-home technology, and customer service associate solutions to support companies and their customers' needs, ensuring business continuity.
Case Study
Case Study | 3 min read
We implemented an efficient and accurate reporting system that gave a better view on payments and loss.
Video Demo
Video Demo | 4 minutes
Unemployment Assistance through the Power of Conversational AI.
Blog
Blog | 3 min read
Digital Transformation Today, Competitive Differentiation for Tomorrow.
Blog
Blog | 5 min read
How to manage call volumes and connect communities in a crisis driven world.
Data Sheet
Add NOW | 3 min read
Add at-home associates to your contact center operations.
Webinar
Webinar | 25 minutes
CARES Act NOW: Handling the surge in citizen outreach - Our government CX experts as they discuss the best ways contact center leaders can overcome the disruption and impacts sparked by Coronavirus.
Special Report
Special Report
As federal, state and local agencies look to significantly increase contact tracing efforts, what can you do to get ready?
In this special report learn contact tracing best practices and how to ramp up quickly and efficiently.
Checklist
Checklist | 4 min read
Top actions for government contact centers to meet the surge in citizen demand: Equip your government agency to keep pace with the
unemployment, COVID-19, and CARES Act challenges.
Video Demo
Video Demo | 4 minutes
Digitally driven citizen engagement: Connecting communities to flatten the curve
Blog
Blog | 4 min read
4 Work-from-home resiliency strategies for the contact center. To weather a crisis, it's essential that you react and plan strategically.
Blog
Blog | 3 min read
3 Best Practices in Citizen Experience for Government Agencies During Coronavirus
Solution
Improves utilization, capacity, and optimizes interactions by rapidly deploying AI-enabled conversational messaging channels allowing customer service associates to quadruple the number of customers they can handle concurrently.
Blog
Blog | 3 min read
Thank You TTEC. We at TTEC have so much to be proud of, most especially that we are so fortunate to work with such incredible teammates.
Strategy Guide
Strategy Guide | 20 min read
This strategy guide answers pressing questions and offers top rapid-response strategies for managing citizen surge in days, rather than weeks.
Case Study
Case Study | 2 min read
Providing rapid contact center assistance during disaster relief.
Infographic
Infographic
To keep up with sudden demand spikes, it's crucial to mobilize operations quickly while maintaining data security to deliver simple, seamless, and satisfying citizen experiences across every touchpoint. TTEC strives to understand and align with the unique challenges government agencies face.
Webinar
Webinar | 34 minutes
Intelligent Automation for the Contact Center: Learn simple ways to accelerate agent productivity without losing the “human touch” your citizens crave.
Solution
Increases workforce productivity by automating customer interactions using intelligent virtual assistants and business processes using robotic desktop automation robotic process automation.
Blog
Blog | 6 min read
14 productivity and engagement tips for remote contact center workers
Press Release
Press Release | 4 min read
T-NOW, a New Offering from TTEC, Provides COVID-19 Business and Government Continuity and Resiliency Solutions for CX Leaders.
Case Study
Case Study | 4 min read
Digital transformation by implementing Intelligent Virtual Assistants in finance, HR, digital marketing, and logistics.
Video Demo
Video Demo | 4 minutes
Patients and members desire genuine conversations with the brands
they trust. Messaging allows brands to engage with their consumers on the platforms they are already on.
Blog
Blog | 5 min read
How messaging improves call volume spikes now and creates better long-term experiences.
Blog
Blog | 4 min read
Contact centers maintain human connections in times of crisis.
Case Study
Case Study | 3 min read
We got these sites ready to go, with technology in place, within just one week.
Webinar
Webinar | 42 minutes
CARES Act NOW: Learn the best ways to keep your enterprise systems, remote employees, and customer interactions accessible, secure, and constantly connected amid the COVID-19 outbreak.
Ramp quickly with our secure, flexible, and
scalable remote contact center solutions
Our resilience principles are focused on minimized disruption and stabilized
operations and our solutions are ready to switch on at a moment's notice.