https://catalogartifact.azureedge.net/publicartifacts/cloudsource1664978597240.cs-tech-2-d7ca9f2c-9799-48a4-bf5c-6c6d02959a39/image5_CSicon216.png
Omnichannel Digital Contact Centre
by CloudSource
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Unify citizen engagement, streamline casework, and enable personalised, data-driven service delivery
CloudSource’s omnichannel digital contact centre, powered by Microsoft Dynamics 365 and AI, helps organisations engage with citizens more effectively.
The platform brings together multiple communication channels, including phone, email, SMS, web chat, and social messaging, into a single, unified interface. This gives a complete view of citizen interactions and supports consistent service across every touchpoint.
Built with intelligent case management at its core, the solution integrates customer relationship management, automated workflows, and SLA-driven processes to accelerate casework and improve operational efficiency. Agents get a 360-degree view of each case, helping them resolve queries faster and deliver more informed, personalised support.
AI capabilities, including Copilot, improve citizen and agent experiences through intelligent routing, real-time insights, and automated responses. Self-service portals and chatbot integrations reduce demand on frontline teams while helping citizens access services quickly and easily.
With real-time analytics, knowledge management, and service scheduling, organisations can monitor performance, improve service quality, and adapt to changing demand.
Designed as a secure, scalable Software-as-a-Service solution, this platform helps public sector organisations modernise contact centre operations, improve citizen satisfaction, and deliver future-ready digital services.
Key Features
- Omnichannel engagement across voice, chat, email, SMS, and social
- AI-powered support with Microsoft Copilot
- Intelligent case management and CRM integration
- Intelligent routing and SLA-based service design
- Workflow automation and real-time analytics
- Self-service portals and chatbot integrations
- Service scheduling and knowledge management
Key Benefits
- Seamless, unified citizen experience across channels
- Faster case resolution and streamlined operations
- Improved service quality and performance monitoring
- Increased agent productivity and satisfaction
- Secure, compliant, and scalable service delivery
- Enhanced end-to-end customer journey visibility
- Future-ready digital contact centre capabilities
At a glance
https://catalogartifact.azureedge.net/publicartifacts/cloudsource1664978597240.cs-tech-2-d7ca9f2c-9799-48a4-bf5c-6c6d02959a39/trailer_3005585987936200283_trailer.png
https://catalogartifact.azureedge.net/publicartifacts/cloudsource1664978597240.cs-tech-2-d7ca9f2c-9799-48a4-bf5c-6c6d02959a39/image4_DigitalContactCentreFeatures.png
https://catalogartifact.azureedge.net/publicartifacts/cloudsource1664978597240.cs-tech-2-d7ca9f2c-9799-48a4-bf5c-6c6d02959a39/image0_OmnichannelEngagement.png
https://catalogartifact.azureedge.net/publicartifacts/cloudsource1664978597240.cs-tech-2-d7ca9f2c-9799-48a4-bf5c-6c6d02959a39/image7_DigitalContactCentrewithAIAssistance.png
https://catalogartifact.azureedge.net/publicartifacts/cloudsource1664978597240.cs-tech-2-d7ca9f2c-9799-48a4-bf5c-6c6d02959a39/image2_CustomerInsights.png