National Helpdesk 333
The 333 Contact Center was developed to ensure efficient delivery of public services. This national help desk provides citizens with direct, round-the-clock access to information about government services via a simple hotline, bridging the gap between citizens and public offices.
National Help Desk Project Synopsis
Introduction to the Project
Synesis IT implemented the 333 Contact Center, a comprehensive platform offering 24/7 support across multiple channels, including phone, social media, and video calls. By integrating advanced features like IVR, complaint management, and payment gateways, the system ensures efficient handling of inquiries and transparency in public services.
Challenges Before 333
Inconsistent Information
Citizens lacked access to reliable information about government services due to uncoordinated communication channels.
Limited Access to Services
No unified platform existed to address inquiries, complaints, or follow-up actions, leaving many citizens without proper assistance.
High Volume of Queries
The absence of an efficient system for managing thousands of daily queries overwhelmed existing government communication systems
Solution Overview
Contact Center System
The 333 Contact Center is a 24/7/365 service designed to handle 6,500 calls daily, with capabilities for human and digital assistance.
Multichannel Support
Citizens can access services via phone, web chat, social media, email, and video calls, including sign-language interpretation for hearing-impaired users.
Advanced Technology Integration:
Features like IVR, voice-to-text conversion, and data mining streamline query resolution and provide actionable insights.
Real-Time Monitoring and Reporting
Supervisors can monitor KPIs, track complaints, and generate detailed reports to ensure accountability and performance.
Seamless Integration
The system integrates with SMS gateways, payment platforms, and messaging services like WhatsApp, Viber, and Facebook, ensuring widespread accessibility.
Key Features
System Management
Human-Assisted Channels
Support via phone, web chat, email, social media, and video calls with sign-language interpretation.
Digital-Assisted Modes
Quick searches through IVR, online portals, and guided responses.
Complaint & Ticket Management System
Efficiently tracks and resolves complaints for seamless user experience.
CRM System
Advanced citizen relationship management with feedback and rating systems.
Content Management
Regular updates to the knowledge base, web portals, and social media ensure accurate and current information.
Integration and Connectivity
Multichannel Access
Unified support across WhatsApp, Facebook, Viber, and email.
Payment Integration
Facilitates payments via mobile banking, MFS, and mobile wallets.
Real-Time Monitoring & Reporting
Provides detailed insights for government authorities, enhancing transparency and accountability.
Technology Platform
Angular
Java
REST API
MySQL
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Improved Accessibility
Citizens no longer need physical visits to government offices, reducing costs and time.
Enhanced Service Efficiency
The platform handles up to 6,500 calls daily and significantly improves response times.
Transparency and Trust
Real-time reporting enables the government to address citizen concerns promptly, fostering trust in public services.
Inclusivity
Multichannel access, including video calls with sign-language support, ensures that all citizens, regardless of their abilities, can use the service effectively.
Conclusion
The 333 Contact Center is a milestone in Bangladesh’s journey towards a more digitally connected and responsive government. By making government services easier to access and improving the quality of communication, this project has played a key role in actualizing the vision of Digital Bangladesh, helping citizens receive timely and accurate information from their government.