English英语译成Chinese汉语 技术/工程设计 IT（信息技术） e-government

Most CIOs recognize that integrating phone, Web, mail, fax and walk-in channels into a single system is the best way to provision N11 call centers, and to support citizens and customers. A government that can provide information on any channel -- or with multiple channels at once -- can operate more efficiently and better serve its citizens by letting them interact with government in the way most convenient for them.

Once channels are integrated, governments can implement a wide range of advanced capabilities to help customers use all channels to their fullest potential. In an integrated environment, customers can navigate among the Web, instant messaging-based chat, phone, and eventually, even video conferencing in a single transaction. In addition, jurisdictions can encourage citizens to use less expensive channels, such as automated Web forms or natural voice recognition phone system whenever appropriate, while still offering one-on-one assistance when required.