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."

Vangent 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 Vangent 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 Vangent 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)

Relevant Case Studies

• U.S. Department of Education, FEBI Customer Service
• UK Borough of Southwark, Customer Service Centre (CSC)
• U.S. Office of Personnel Management, Annuitant Open Season
• Universal Service Administrative Company (USAC), Federal Communications Commission (FCC) E-rate Program

For more information on our services and capabilities, please send us an e-mail.