Content Guru in the Public Sector
Ideas that work
Here are just a few examples of Content Guru services that can give you control over every channel and transform your service delivery:
ASK™
Rapid response research and attitude surveys. Gain an instant snapshot of public opinion and gauge the impact and effect of communication campaigns, or the introduction of new services.
- Make it quick and easy for people to respond
- Generate responses from large samples
- Collect, collate and analyse data within minutes
- Refine new ideas as they are developed, to reflect current public opinion and
expectations
PATROL™
Instant communication to address crime and public order issues. Keep communities informed of any threats or concerns and provide a rapid response channel for anti-crime intelligence.
- Allow instant alerting and communication for Neighbourhood Watch
communities - Emergency alerting of localised threats – prowlers, burglary suspects – for
community policing - Instant, multi-channel intelligence gathering – make it easy for witnesses to
get in touch - Rapid two-way communication between key stakeholders at events such as
protest marches or rallies, to help maintain public order
SHOUT™
Instant, automatic alerting for emergencies such as flooding, weather warnings, chemical leaks or terrorist threats. Contact the people affected by the incident immediately, so they know what to do and that you are taking action.
- Minimise loss of life, injury and damage
- Be sure the right people get the right message at the right time
- Reduce the flood of calls to your contact centres
- Follow up with additional messages to keep people informed
PEW™
Mobile early warning of planned works. Use SMS messaging to notify or remind people of forthcoming work.
- Ensure customers are prepared for potentially disruptive work
- Allow planned works to start promptly
- Follow up with news of progress and reminders of any action required
- Protect customer relationships by minimising disruption and inconvenience
ACT™
Automated appointment confirmation and reminder service. Cut the cost of no-shows and wasted visits to homes and business premises.
- Send immediate confirmation of appointments by text
- Send reminders shortly before the appointment is scheduled
- Increase productivity and reduce wastage
- Serve more people
REACH™
Multi-channel mass broadcasting system. Use the power of speech to deliver key messages through multiple channels, and get rapid feedback.
- Easy recording and broadcast of key announcements such as annual reports
or public service messages - Allows people to listen when and how they choose — via telephone, mobile,
or online
DROP™
Automatic re-routing and redundancy for service continuity and disaster recovery. Prevent service interruptions for non-geographic numbers and protect the organisational infrastructure against serious disruption or disaster.
- Maintain service availability and accessibility
- Meet regulatory requirements for continuity and security
- Minimise or eliminate the cost of a catastrophic service failure
SHIELD™
Intelligent IVR call handling for contact centres. Reduce abandoned calls and improve the caller experience, getting them quickly to the services they need.
- Improve service by answering and processing more calls
- Minimise the impact of peaks in call traffic
- Automate routine services
- Reduce the time agents spend dealing with minor requests
SURE™
Automated identification and verification. Personalise automated greetings and conduct robust identity checks before connecting to an agent.
- Reduce costs by automating standard processes
- Provide an improved and more secure caller experience
- Reduce pressure on agents
- Where necessary, integrates with payment systems to eliminate agent
intervention
LOCK™
Automatic secure payment processing. Allow customers to pay community charges, civil fines or other costs by debit or credit card, without giving details to an agent.
- Completely secure service, hosted away from your contact centre
- Builds customer confidence and encourages them to pay over the phone,
improving cash flows - Frees agents to deal with more complex queries
- PCI/DSS compliant
STEER™
Versatile IVR and call routing, using advanced speech recognition. Callers can be greeted with a natural, engaging voice that blurs the line between automation and human interaction.
- Treat people like people, with a responsive, intuitive service
- Reduce call routing errors, saving time and cost
- Gather essential information at the first contact, with no need for repetition
- Improve the caller experience and deliver a better service
NUDGE™
Proactive reminders for all time-sensitive processes. MOTs, TV licences, car tax discs, community charge payments, electoral register returns, school/parent communications — use texts and email to prompt timely action.
- Low-cost mass communication — reduce carbon footprint and postal
charges - Cut follow-up costs by improving response rates
- Improve service levels and reduce the need for more demanding action
- Boost cash flows with more people paying promptly