📞 IP Telephony & UCC🎧 Contact Center🤝 Commercial CRM📊 Commercial ERP🤖 AI Insight
Sector use case · GLOBAL CS

🏛 Public Services
configured for your reality.

Town halls, prefectures, courts, ministries — public service quality, commitment traceability, compliance.

−60%
Misdirected requests
100%
Alerts detected
100%
Traceable mandates
+40%
Fee collection
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PILLAR 01
📞

UCC — IP Telephony

Administrative switchboard, automatic routing

One number for the entire institution. IVR routes to civil registry, planning, tax, social services. −60% misdirected calls.

What this changes in practice
🏢
Multi-site IPBX
A single switchboard for all your offices, warehouses, and sites. One number for your clients — the IVR routes calls automatically.
📱
Softphones & webphones
Your staff make calls from their PC, smartphone, or browser using the company number. Call history automatically logged in the CRM.
🎙
Intelligent IVR
Multilingual Interactive Voice Response (French, English, local languages) with voice recognition. No-code configuration via the web interface.
📹
Call recording
100% of calls recorded, timestamped, and archived in the EDM. Live supervisor monitoring with whisper coaching. DGI export and regulatory compliance.
−60%
Misdirected requests
100%
Alerts detected
100%
Traceable mandates
PILLAR 02
🎧

Omnichannel contact center

Citizen requests, sensitive alerts

AI classifies in 3s: request type, urgency, risk. Automatic escalation for social emergencies or conflicts.

What this changes in practice
🖥
Unified agent console
All channels (voice, WA, Teams, email, SMS) in a single interface. The agent sees the client's full history — regardless of the inbound channel.
🤖
AI chatbot 24/7
Intelligent chatbot on WhatsApp and voice. Handles 35–55% of routine requests: balance, order status, appointment confirmation, FAQ. Transfers to agent with full context.
🔀
Intelligent routing
Automatic routing based on: agent skill, language, client sector, priority, history. Urgent requests bypass the standard queue.
📊
Supervision & SLA
Real-time supervisor dashboard: queue, sentiment, available agents. Configurable SLAs by request type. Automatic alerts.
−60%
Misdirected requests
100%
Alerts detected
100%
Traceable mandates
PILLAR 03
🤝

CRM — Prospecting & Customer Relations

Public commitments tracked, contractors evaluated

Every commitment made in a public meeting recorded with date and deadline. Contractors evaluated on data.

What this changes in practice
📋
Multi-stage pipeline
Kanban or list view of all your opportunities by stage. Drag & drop, filters by rep, sector, or value. Consolidated manager view.
📞
CTI — Screen pop on ring
When a client calls, their record appears before you pick up: history, open opportunities, notes, outstanding amounts. Zero re-entry.
🎯
AI lead scoring
Score 0–100 calculated in real time based on activity: email opened, WA replied, call answered, site visit. Your rep always knows who's hottest.
🔄
360° history
Calls, WA, emails, visit notes, ERP orders, after-sales complaints — all in a single record. A rep leaving = 0 information lost.
−60%
Misdirected requests
100%
Alerts detected
100%
Traceable mandates
PILLAR 04
📊

ERP — Unified Business Management

Payment orders, service fees, budget

Commitment → liquidation → authorization → payment. Service fee cash desk reconciled daily.

What this changes in practice
📋
Quotes & orders
Catalogue with client-negotiated prices. One-click order conversion. Electronic signature. Real-time tracking statuses.
📦
Delivery notes
Generated from the validated order. Mobile field confirmation offline. Stock automatically updated on delivery.
💳
Automatic invoicing
Automatically generated from the validated delivery note. Legal formats. One-click email and WA sending. Automatic overdue follow-ups.
🏪
Multi-warehouse stock
Real-time management across all your sites. Automatic reorder thresholds. FIFO or weighted average costing. Mobile offline inventory.
−60%
Misdirected requests
100%
Alerts detected
100%
Traceable mandates
PILLAR 05
🤖

AI — Insight & Customer Relations

Request classification, auto weekly reporting

Volume, turnaround time, resolution rate, citizen sentiment — report automatically generated every Monday.

What this changes in practice
📝
Transcription & summary
Every call transcribed in real time. Structured summary: needs, objections, commitments, actions. Pushed into the CRM with no re-entry.
💡
Sentiment analysis
Client sentiment analysed in real time across all channels: positive, neutral, negative, urgent. Discreet indicator for the agent, supervisor dashboard.
🎯
Hot lead scoring
AI detects buying signals in conversations: budget mentioned, urgency, competitive comparison. Score 0–100, automatic alert when threshold exceeded.
🤖
Deflection chatbot
35–55% of contacts handled autonomously: balance, status, FAQ, appointments. Transfer to agent with full context. Continuous improvement through learning.
−60%
Misdirected requests
100%
Alerts detected
100%
Traceable mandates
6 Extended Capabilities

Add-on modules
tailored to your sector.

📁
EDM & Archiving

Acts, council resolutions, public tenders — legal archiving CI.

📱
Mobility

Inspection officers file field reports with GPS photos.

💬
WhatsApp API

Citizen alerts, file status updates, satisfaction surveys.

🟦
Teams Direct Routing

Inter-ministerial meetings and international partners.

🧠
Knowledge Base

Regulatory texts, administrative procedures, citizen FAQ.

📣
Campaigns & Surveys

Public information, civic consultations, awareness campaigns.

Your sector deserves
a platform that understands it.

30 minutes for a presentation tailored to Public Services — UCC, CRM, ERP, and AI calibrated to your real use cases.