Automation has become an essential tool for agencies seeking to enhance and expand online services for their customers. A good example is the U.S. Citizenship and Immigration Services, which needed to upgrade its call center operation to support customers submitting applications to the world’s largest immigration system.
Its outdated and inadequate call center was incapable of handling the growing volume of calls. According to Mariela Melero, chief of the Office of Citizenship and Applicant Information Services, USCIS; “It would have been absolutely impossible … with the infrastructure that we had to provide the services (an)individual needs"
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