AMANDA Request for Service (RFS) is a call center application that allows you to capture, track, or investigate citizen's complaints, and manage citizen requests for services and information.

Your call center and 311 service have a direct impact on your customer satisfaction and the perception of services you provide. AMANDA helps you manage your customer service requests across a range of departments. AMANDA helps improve the efficiency of call processing, provide metrics on resource use and, when integrated with AMANDA Public Portal, ensure that consistent business processes are followed online and on the phone.

Complaint and Inquiry Management
AMANDA RFS allows your call center staff to easily capture complaints and inquiries. Automatically trigger and initiate workflows based on call details to shorten processing time for complaints and inquiries.

Scheduling and Workload Management
Centrally manage assignments with RFS so that tasks are automatically prioritized and routed to field staff based on the criteria you set. AMANDA RFS stores all details and, based on your business processes, notifies the internal or external business units responsible for follow-up.

Information Management
Efficiently handle follow up calls by citizens with AMANDA RFS’s real-time view of complaint and inquiry status. Use AMANDA RFS’s ability to broadcast messages on other users’ screens to high call volume issues, and recommended resolutions, with all call takers.

E-Services Management
Integrate AMANDA RFS with your domain’s web portal through AMANDA Public Portal and give your citizens and businesses and additional service delivery channel. With AMANDA RFS’s InfoLibrary you can create content and categorize information for publication online and to share with call takers.

Performance Management
Manage and record performance metrics such as Average Call Time, Calls/Day or Average Wait Times, to assess your call center’s efficiency and effectiveness. AMANDA RFS’s metrics also help you better understand the nature of complaints and service inquiries in order to address other organizational issues.

311 Integration
AMANDA RFS seamlessly integrates with your existing 311 system to capture call details directly in AMANDA.