Uganda Revenue Authority Feedback:  “We are pleased with the expertise and professionalism of the Expertflow team. Its products have improved our customer services enabling agents with tools to respond more efficiently. The self-service IVR & chat provides automated responses based on the customer’s profile and knowledge base, thus reducing average handle time”.

Uganda Revenue Authority assesses, collects and accounts for Central Government Tax Revenue. As the tax collection process can be complex and overwhelming for many taxpayers, URA strives to provide excellent customer service to make the process easier and more efficient. To achieve this goal, URA partnered with Expertflow, a global provider of customer experience solutions.

Expertflow upgraded URA’s Cisco Unified Contact Center Express and implemented an IVR integration with backend CRM to provide self-service for WhatsApp and web chat as part of an ongoing improvement. The upgrade enables citizens to interact via digital channels with URA. Using this software, URA can now handle more customer inquiries and respond to them promptly and accurately without putting them on hold.

Looking to see Expertflow’s hybrid chat solution in action? Watch the demo below: