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Transforming Citizen Support With an Integrated Contact Center
A fully integrated contact center and profiling system built to enhance citizen support, streamline communication, and improve service delivery.
Unified citizen communication.
Reduced handling time.
Clear customer profiles.
About client
The Ministry of Transport, Communications and Information Technology (MTCIT) is a leading government entity in Oman focused on advancing digital services, citizen engagement, and national infrastructure. With a commitment to modernizing public service delivery, MTCIT aims to provide seamless, efficient, and technology-driven interactions for citizens and stakeholders across the country.
The Challenge
MTCIT needed a more unified and efficient way to manage citizen interactions across departments. They required:
Centralized communication for high-volume inquiries.
Accurate citizen profiling for faster responses.
Streamlined workflows for better coordination.
Cross-department integration to avoid handovers.
The Exequte Solution
Exequte implemented a unified contact center with intelligent CRM, streamlining citizen interactions and internal case management while boosting efficiency, visibility, and service reliability.
Omnichannel Contact Center
Citizens can reach support through multiple channels in one unified system. Agents handle every interaction from a single dashboard for faster responses.
Automated Call Routing
Every call and recording is loggedCalls and requests go directly to the right department instantly. This reduces waiting time and helps teams resolve queries much faster. automatically against leads.
Compliance Call Recording
All calls are recorded securely for regulatory and auditing needs. Supervisors can review recordings to ensure service quality and SLA adherence.
Centralized Interaction Logs
Every call, inquiry, and update is stored in one place. Teams avoid duplication and maintain smooth continuity across departments.
Live Performance Dashboardsootprint
Supervisors track queue volumes, agent status, and SLAs in real time. This enables better workforce management and rapid decision-making.
Scalable & Admin-Friendly Architecture
Admins add new departments, users, and workflows with ease. The system expands smoothly without infrastructure changes or downtime.
Results
Requests follow a clear, structured workflow.
Teams view live dashboards for performance insights.
Faster resolutions and clear communication boost experience.
Standardized handling ensures consistent support.
Updates keep teams and citizens aligned.
Integrated system enabled smoother collaboration for quicker resolutions.
Customer Feedback
