Prerequisites: OneVu 2.16 beta23 and above
Within this release we have made several enhancements to functionality as well as a refresh of the UI to bring this in line with our other products and to improve the user experience.
The product is now called Customer Engagement Centre (CEC) to reflect this new functionality and how the product roadmap will be shaped.
The main difference to CSVu is that this version has been decoupled from OneVu; this will enable us to add more functionality specifically for Customer Services without the need to change the OneVu experience for citizens. . Our aim is to enable wider adoption throughout the council for service areas who require to interact with citizens.
Here is a summary of new features at this release:
- UI Improvements - the user experience has been designed specifically for council users and customer service teams in particular
- My Tasks - users can see and process tasks directly from the CEC
- Tags - can be added to citizen accounts to identify important markers
- Contacts can be started prior to selecting a citizen account
- A single action bar for the primary Customer Services tasks
- Timeline loads automatically on selecting a citizen account
- Forms Portal - now available within the CEC
- Notes - Follow on notes can be added and an indicator sets note visibility
- Find and link duplicate accounts
- Storm Telephony Integration - (requires the Storm telephony solution) (Subject to additional pricing)
UI Improvements
We have introduced both a top and left-hand bar, the top bar enables fast searching and a "New" button to initiate an interaction with a citizen.
A New Call or Face to Face interaction with a customer can be initiated prior to searching and selecting the account meaning that the duration of the contact will include the time taken to complete the citizen search.
The Customer Services User can click New and choose to start a Call or Face to Face meeting before the Citizen account is found:
On setting the Location the Customer Services user is then prompted to search for the citizen using Advanced Search and then complete the Call.
Alternatively, if the Customer Services user has already found the Citizen, when they click "New" they can start the Call / Face to Face directly with that Citizen or choose to start a Call with another.
When a citizen account has been selected all the main actions that the Customer Services user may need to take are now held on a single action bar across the top section of the page as highlighted below:
Within the left-hand bar we have added My Tasks and Recently Viewed Customers for ease of access:
My Tasks
Tasks that are assigned to the Customer Services user can now be viewed and progressed in the My Tasks area in the CEC:
Notes can be added (internal only for the initial release)
Fields can be entered and the Task can be Completed
Tags
Tags enable you to apply text markers that can quickly help staff assisting a citizen identify specific needs or criteria to help categorise a customer. Examples of which could help identify Vulnerable/Disabled or Digitally Excluded citizens.
Tags are available from a dropdown list and these can be configured within OneVu Control.
Timeline
We have now created a single timeline with filtering which shows interactions on the citizen's account. The timeline also offers a filter which searches against common activity.
On searching and finding a Citizen, the Timeline screen is automatically loaded so the Customer Services user can immediately see the latest interactions.
Customer Services action bar:
Profile
The PROFILE tab replicates the Your profile tab from OneVu. Customer Services staff can update profile options as before.
Notes
Notes can now be added with the option to select whether the citizen can see these within their OneVu account on their Citizen Timeline.
Notes that are visible to the citizen are marked as below
Additionally, you can also add follow-up notes which are presented within context of the original note.
Forms
The FORMS tab replaces the Submit a request tab from OneVu and we have also added the Forms Portal functions here on the Find In Progress / Completed forms tab within the Forms section so that staff will no longer need to open multiple windows if using both applications.
A Test instance of the Forms Portal will need to be set up for each Council who is using the CEC as the CEC Test instance will integrate to the Forms Portal Test instance. As part of the initial installation you will be provided with the Forms Portal Test Admin link where you can set up your users. Since this is the Test system you will only need to set up those users who will be using Test.
A new feature has been added to the Forms Portal accessed via the CEC to allow a OneVu account to be linked to a Form.
If the form is already linked to a OneVu account the CEC user is not be able to link it to another.
Single View
Now that we have decoupled this product from OneVu, the SINGLE VIEW tab is the feature that enables staff to see service tiles available with the citizens' OneVu account (replacing Get Answers Fast). They can also view any linked integrations via the citizen's account such as Council Tax etc.
Service Requests
The SERVICE REQUESTS tab replaces Track my requests from OneVu and shows In Progress and Completed Service Requests
Linked Citizens
We have now added the functionality to find and link potential duplicate accounts for citizens that may have registered with Email, Mobile Phone or using one of our social sign-in methods such as Facebook etc. From the ‘LINKED CITIZENS’ tab you can perform a search which will then identify matching citizens,
these can then be viewed and linked.
Storm Telephony Integration
(Please note this feature needs to be enabled, by IEG4, and is subject to additional pricing. Please refer any queries in this to your account manager).
This requires the Storm Telephony solution provided by Content Guru.
Once enabled this allows us to search customer records from an incoming call using the inbound telephone number of the customer. A search is performed and displays the matching customer record. Users can greet customers by name and immediately engage in a more personalised conversation, as they already have the customer's information available. This leads to a more satisfying experience for the customer.
Where the telephone number is not found on a matching customer account, the Customer Services user can search for the account or create a new one.
If the user has not completed the active call when an integrated call is started, the CEC allows the existing call to be completed before the new integrated call is started.
Alternatively, the user can return to the full details of the existing call by clicking on "Return to existing call" if they still have work to do on that customer's account. The user would then need to search and find the account details of the integrated caller once the existing call was completed.
The Location of the call can optionally be set by the telephony provider within the integrated call action meaning that the Customer Services user does not need to complete this step themselves.
If the Location is not provided by the telephony system the user is asked to confirm their location before closing the call.
Making an integrated call
The integrated call is invoked by the Telephony service through use of a formatted URL sent into the user's CEC session. The format of the URL is as follows:
https://[hostname]/#integratedcall/[phone]/[location]*
*location is an optional element