Public service gets harder when every case is different.
A resident may need an answer in another language, help with a complex case or a way through when demand suddenly rises. Five9 helps government contact centre teams connect people with the right service, give employees useful context and keep interactions moving across voice and digital channels.
Secure by design – StateRAMP and TX-RAMP certified, with PCI DSS, HIPAA and SOC 2 Type II compliance for SLED and federal agencies
Capabilities
Connect residents to help. Give your team the context to act.
Your citizen engagement platform should help requests move forward. Route residents by need, carry case context to the agent helping them and uncover what’s driving demand, so your team can improve the next interaction.
Guidance arrives before the case worker needs it.
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Give the caseworker a policy answer they can check. Agent Assist surfaces relevant guidance during the interaction, so the employee can review it against the case instead of searching across documents while the resident waits.
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Respond with the resident’s language needs in view. When a language preference is available and the agency has connected its support process, the caseworker can use that context to arrange the next step without starting a separate callback or making the resident repeat the request.
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Start from the same approved guidance. Agent Assist means a new hire and a ten-year case worker cite the same clause, worded the same way, so the answer doesn’t depend on who picks up.
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Give the resident a clear next step before the interaction ends. With relevant guidance and case information in view, the case worker can complete an eligible request during the interaction and provide a reference number when the agency’s connected workflow supports it. The resident leaves knowing what was submitted and what happens next, instead of calling back to find out whether the request was recorded.
Keep public services available when demand changes.
From everyday requests to sudden surges, public sector teams need to connect people with help even as call volume and staffing needs shift. See how Five9 customers have responded when service mattered most.
Lake County Health Department
Lake County Health Department is a state-certified public health department managing roughly US$70 million across 52 separately funded programs. When COVID-19 drove daily hotline calls from roughly 50 to more than 700, Lake County Health Department needed more people ready to answer from home. With Five9, the department moved nurses, doctors and executives to remote work within 48 hours, so they could continue supporting Lake County residents with timely information and guidance during the COVID-19 emergency.
The people answering our COVID-19 hotline were not traditional customer service agents. They were healthcare workers.
Get the request to someone equipped to help.
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Give the first connection a better chance. A benefits renewal request may also involve a language preference or accessibility need. Routing can use the signals available to the agency together, instead of sending the resident through separate menus for each one.
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Reach someone who can work the case. Use configured program skills, language capabilities and availability to route the interaction to an appropriate contact, reducing the chance of another transfer.
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Keep complex requests from stalling in self-service. Routine tasks can follow a configured self-service path, while policy questions or exceptions can move to an employee with the request context available.
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Give supervisors a way to improve the path. Routing data can show where requests went and where transfers occurred, helping service owners check whether the configured rules are getting residents to the help they need.
Find the pattern behind the number.
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Get an answer without building a report. An operations lead can ask, 'Why are permit-renewal calls up this week?' in everyday language. AI Insights returns relevant interaction trends so they can start investigating without knowing which dashboard or filter to use.
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Skip the three-report search. AI Insights can bring interaction data together with connected case management information and published deadlines, so an operations lead can investigate the rise in renewal questions without asking an analyst to pull each source separately.
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See what may be driving the spike. A chart shows that permit-renewal contacts rose; an explanation connects the trend to relevant information, such as a changed deadline. The operations lead can review that explanation instead of having to infer the cause from the line alone.
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Take the finding into the next update. The operations lead can export the answer and its supporting context for a leadership or service report, instead of recreating the analysis in a separate document or waiting for another report to be built.
Add an IVR line naming the new deadline and send an SMS alert to citizens with a renewal due this month — both close the gap before it reaches a caseworker.
Why Five9
Why Five9 for public sector
The hard part in public service isn't serving one citizen well. It's staying open and consistent when demand can spike overnight and every case is different. Five9 gives you the capacity and context to handle whatever comes, so citizens get served and the mission gets done. We were built for the hard part.
Make service accessible to more residents
A resident may need help outside office hours, in another language or through a channel they can use. Five9 helps agencies offer voice and digital self-service for appropriate requests and connect people with an employee when they need more help, so access doesn’t depend on one service window or path.
Context that follows the request
A resident shouldn’t have to rebuild their case at each transfer. Use available intent, language and case information to connect the request with an appropriate team and give the employee context to continue the conversation.
Keep service running when demand surges
A disaster or deadline can change call volume overnight. Five9 Core gives agencies a cloud foundation for adjusting capacity and keeping voice service available as demand shifts, without maintaining infrastructure sized only for the busiest day.
Security & Compliance
FAQ
Questions public sector buyers ask first
Compliance, legacy integration and citizen experience – answered before procurement asks.
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Voice biometric authentication verifies a caller against their enrolled voiceprint during the natural conversation – no PINs, security questions or hold time. Sensitive fields like payment and case information can be redacted before they reach a model or transcript and every access is logged, so verification is frictionless for citizens and reviewable for your compliance team.
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No replacement required. Five9 integrates with the case management, CRM and citizen-record systems agencies already run today through pre-built connectors and open APIs – including the pre-built Microsoft Teams integration Lake County Health Department used to transfer and conference calls to subject matter experts. IT can build and manage voice and digital AI Agents from that same single, no-code platform, without ripping out legacy on-prem infrastructure first.
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Scope is a configuration, not a hope. AI Agents are bounded to the self-service tasks they are deployed for – checking payment history, updating tax records, resetting passwords, logging a civil issue, paying an invoice – and anything outside that boundary escalates to a caseworker with the full interaction context attached. Guardrails and audit trails make the boundary reviewable, so judgement calls stay with your staff.
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That is the case for automating the repetitive tier. When Lake County Health Department’s COVID-19 hotline volume spiked from about 50 calls a day to more than 700 almost overnight, Five9 let the department redeploy nurses, doctors and executives to answer calls remotely within 48 hours – no new contact centre hires, no new hardware. Because capacity is cloud-based, you scale for a surge without staffing or retaining staff, to the peak year-round.
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Nearly 1 in 2 citizens cannot get to the right place or person on their first attempt, and public sector agencies see first-contact resolution rates well behind private industry. Genius routing reads intent and context on every contact and connects it – with full history – to the right department or case worker the first time; the same pre-built Microsoft Teams integration that let Lake County’s hotline transfer and conference calls to subject matter experts on the spot.
Your citizens are already calling. Answer them properly.
See what Five9 does with the calls, texts, and portal messages your teams handle today – identity verified, service requests logged, follow-ups sent, all before anyone waits on hold.