Municipal call center
With a cloud call center, calls to the citizen line reach the right agent through IVR and topic-based routing. The caller's previous requests open on screen and the call is recorded.
ULAKBELL / SOLUTIONS
Call Center and Complaint Management for Municipalities
ulakBELL collects citizen requests and complaints from phone, WhatsApp, social media and web forms on one screen. Each request is assigned to the relevant department as a task, the resolution is tracked step by step and the citizen is kept informed.
Citizen request and complaint management
Complaints from phone, WhatsApp, social media and web forms fall into a single record system, classified by topic, neighbourhood and priority, reducing duplicates.
Task assignment and tracking
Each request is assigned as a task to the relevant directorate or field team. Status, owner and resolution time are tracked, and reminders are created for overdue work.
Reporting and transparency
Request volumes by topic, department resolution times and citizen satisfaction are followed on live dashboards, so management decisions are based on data.
Key features
Task management
From request to task to resolution, every step on one screen.
Form management
Build request, complaint and survey forms with drag and drop.
Omnichannel inbox
WhatsApp, social media, web chat, e-mail and SMS together.
AI prioritisation
Detects topic and tone and routes messages to the right department.
Bulk notifications
Send outage, announcement and outcome notices via SMS and WhatsApp.
Live dashboard and KPIs
Track waiting calls, open requests and resolution times in real time.
Frequently asked questions
What does a municipal complaint management system do?
It collects citizen requests from different channels in one place, assigns them to the relevant department and tracks them until resolved.
How are requests passed to departments?
Each request is assigned as a task to the relevant directorate or field team by topic; status changes are recorded.
Which channels are supported?
Phone, WhatsApp, Instagram, Facebook, X, web chat, e-mail, SMS and web forms.