Motorola's Public Service group releases new version of CSR solution

Motorola's Public Service group has released version 4.1 of its citizen relationship management solution, PremierOne Citizen Service Request, for government 3-1-1 contact centers.

According to Motorola, the new release extends the enterprise software platform to offer improved customer access, workflow processing and business intelligence while also adding capabilities for online and offline work force mobility and scalability.

Specific additions to the platform include: citizen inbound and outbound e-mail support; a new report customization tool and dashboards; multi-level administrative security; and, real-time and synchronized wireless data solutions to extend work flow management to mobile field workers.

Motorola said that PremierOne Citizen Service Request (CSR) 4.1 remains focused on the philosophy that citizens are government customers. By adding the functionality to support the receipt and processing of inbound citizen e-mails and the ability for them to monitor the status of their requests for government service using internet-based CSR Citizen Web, governments can reportedly provide better customer service while reducing the strain on their call centers. Additionally, CSR Citizen Web also allows governments to include their branding to the citizen-facing website to ensure it is a trusted resource.

Gerard Gallant, general manager of Motorola's Public Service group, said: "The 4.1 release of PremierOne CSR provides our government customers with the most robust, scalable and complete citizen relationship management solution on the market today. These new features are based on constant interaction with our customers and will offer them greater efficiencies and cost savings. Additionally, the architecture provides new opportunities to meet the current and future contact center and service delivery needs of government entities."

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