In this section
Powerful tools for responsive customer care and service
Go360™ Contact Centre provides the tools for responsive customer care and service, helping to save time, speed up customer support, and reduce errors. It provides real-time communication between 311 customer care representatives, the public, and internal departments, helping everyone Spend Time Wisely.
Customer care representatives, not only, take calls and service customers but they have an opportunity to create a positive customer experience, strengthening the public image and promoting values of the utility. They connect directly with the customer, and when connected through the Business Centre they become an influential force in building a positive brand image.
At the heart of the Contact Centre is Go360™ Customer Care. Call takers can quickly identify customers, view account information, along with complete account history on screen. It provides representatives with a real-time view of on-going incidents, disruptions, or service outages within the area, useful information that can be communicated back to the customer.
Create reports, view ongoing disruptions, and view account details
Go360 provides the enterprise with a streamlined call taking process combined with real-time interdepartmental communications. Reports are created in the system recognizing the location of the event, at the same time identifying other customers who are potentially affected. Departments can confirm the event, or its resolution and the information is available to the 311-customer care representative.
As part of the connected Business Centre, management reports can be generated or viewed through dashboards, charts, and additional user defined reports for corporate analysis, regulatory reporting, or ad hoc requests.
Go360™ Security Engine is a proprietary system that continuously runs checks and balances in the background to protect data, control user access, and ensure user authentication. The Security Engine is a fundamental component of all Go360 applications, entrusted by many data sensitive organizations.