The contact center 1700 is the first point of contact for all questions related to the Flemish government. The free number 1700 is open every working day from 9h00 to 19h00.
Net IT developed the new IT-platform, in collaboration with Agentschap Informatie Vlaanderen. Microsoft Dynamics 365 is now at the core of the omnichannel contact center. The advantages of the new business information system:
• a 360° view on the citizen that enables to deliver tailor-made service and guide citizens to the correct information;
• improved efficiency of the Contact Center’s operational processes;
• increased quality of service.
On 10 May 2019, the new IT platform went live and enables the contact center of the Flemish government to work faster and more efficiently. Citizens are provided more quickly with the required information, operational processes are automated and contact center agents now have a multifunctional omnichannel userfriendly application. Quality and reliability of 1700’s service is greatly improved.
Do you want more information about this project for the 1700 contactcenter? Curious to know how performance and usability got improved?
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