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FEMA Contracts with AT&T to Improve Contact Center Success Rates when Disasters Occur

September 08, 2015

Whether talking about contact centers that are geared towards private business, or ones that are working for the government, success means that there needs to be a more human centered approach to customer service. This is why the United States federal government is turning to a company that understands customer service quite well. AT&T has been handed a four year contract by FEMA in order to help the government agency modernize its communications system in order to improve its collection, validation and processing of claims when it comes to a wide range of disaster survivors. Interactive Intelligence is a subcontractor on the project.


People who have just lived through a massive flood or destructive tornado as in the commercial world are customers of federal agencies and they expect the same kind of treatment when it comes to dealing with a contact center. The agreement will see AT&T provide FEMA a number of different services including a top of the line IVR platform that is entirely scalable depending on the size of the call center the government agency is using.

IVR is just part of the solutions that FEMA is going to have to look into in the coming months and years in order to make sure it’s serving the people that need its help the most. Contact centers all over the world have to adapt the way they interact with those who contact them. A simple phone call might be the most popular way to reach a FEMA disaster center but the Internet is playing a bigger role in these kinds of centers all the time.

Companies and government agencies alike are looking at channels like social media in order to provide better customer experiences. While the IVR itself does not offer the human touch that people are looking for, it can make reaching the right person to solve a problem easier. And, when it comes to people with urgent and important problems reaching the right person is paramount.




Edited by Peter Bernstein



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