Intelligent Communications (IC) enable citizens to get answers to their questions faster, with fewer calls, and without being repeatedly transferred from person to person. IC allows integration with back-end CRM systems to provide historical information on callers based on phone number or Interactive Voice Response (IVR)-prompted information. Based on this information, calls can be intelligently routed to appropriate staff based on expertise or previous interactions. Governments also can set up services providing a single number for cities or other entities as well as automated answer to the most common questions (e.g., 311 services in the United States). Through technologies such as IP telephony, callers can be transferred to extended workforces or experts anywhere within the organization’s network, along with a full record of the customer’s historical interactions and related documentation. IP systems make it easier for government employees to access transactions that citizens may have begun online, or to add new information and forward calls to other experts for handling or resolution. Not only will Intelligent Communications improve services to citizens, but IC enables the Government to serve the public more effectively. | 
