Project Details


WSIS Prizes Contest 2023 Nominee

Smart Contact Centre


Description

Contact Centre considered as a one of the modern methods of providing services to customers and it is the main interface of PASI. Therefore, PASI focused on redesigning contact center services by adopting leading futuristic Smart Contact center software solution that enable innovative technology and social media integration. In addition, smartly manage the customer service agents based on the demand and business need according to forecasted data analytics. It is worth to mention that this project directly linked to one PASI’s strategic objectives, which focus on the enhancement of Services.The smart contact centre evolve in providing services via two channels, which are the interactive voice response (IVR) and the agents.

Project objectives:

One of the biggest objectives of PASI Smart Contact Centre’s project was to operate a comprehensive solution with high quality standard to accomplish 90% of efficient response to the customer requests, which include the services of both insurance and administrative sectors, and present accurate services and information, which will lead to high level of performance and guarantee customers satisfaction.

Results achieved:
 Widen the service channels
 Easily accessing to PASI self-services within 24/7
Impact generated:
Contribute to increasing social digital awareness (through self-services)
Reduced the physical interaction

Project website

https://e-pasi.pasi.gov.om/pasi_cap/f?p=309:1:9981272961643::NO:::


Images

Action lines related to this project
  • AL C2. Information and communication infrastructure
  • AL C3. Access to information and knowledge
  • AL C5. Building confidence and security in use of ICTs
  • AL C7. E-government
  • AL C7. E-business
  • AL C9. Media 2023
Sustainable development goals related to this project
  • Goal 8: Decent work and economic growth
  • Goal 16: Peace, justice and strong institutions

Coverage
  • International

Status

Ongoing

Start date

30 March 2022

End date

Not set


WSIS values promotion

One of the biggest objectives of PASI Smart Contact Centre’s project was to operate a comprehensive solution with high quality standard to accomplish 90% of efficient response to the customer requests, which include the services of both insurance and administrative sectors, and present accurate services and information, which will lead to high level of performance and guarantee customers satisfaction


Entity name

Public Authority for social insurance (PASI)

Entity country—type

Oman Government

Entity website

https://www.pasi.gov.om

Partners

Ministry of labor, Employers, Insured people, Royal Oman Police