Stream Telecom · For government institutions

Telephony and CRM
for government
institutions

Help people get answers.
Keep enquiries under control.

Bring calls, communication history and employee tasks together. Create a clear path from the first enquiry to follow-up.

Reception offices · Administrative service centres · Hotlines · Regional offices

A unified communications centre connecting a government institution with citizens

For citizens

A clear place to turn

One number and a voice menu help people reach the right department.

For employees

Context at hand

Communication history and tasks help staff continue handling an enquiry.

For managers

See where help is needed

Call logs and reports help assess workload and missed calls.

Everyday challenges

Fewer transfers between departments.
More attention to each person.

Citizens need an answer even when their question involves several departments.

The reception line is busy

Distribute incoming calls among employees and set up a queue for busy periods.

A person contacts you again

Save the topic and agreed actions in CRM so the next specialist can continue the conversation more easily.

An answer is needed from another department

Assign an employee and create a callback task. Make sure there is a next step for the enquiry.

Designed for your needs

Different institutions.
Clear enquiry handling.

01

Reception offices and government bodies

Direct citizens to the right department

Separate consultations, organisational questions and enquiries for specialist departments. Set up greetings and call routes by working hours.

02

Administrative and service centres

Help people prepare for their visit

Advise on service procedures, clarify organisational details and record agreed actions. Data exchange with an electronic queue system is discussed separately.

03

Social services

Keep the conversation context

Record the topic of the enquiry and plan a follow-up. Agree on the data to be stored and access permissions based on the institution’s needs.

04

Hotlines and branches

Bring a distributed team together

Set up a shared number for several departments. Define who handles each topic and what happens when a call goes unanswered.

01 / Virtual PBX

A call reaches
the right department.

Set up shared telephony for reception, information services and regional offices. Choose routes for normal days and peak hours.

  • A multi-channel number and call queue.
  • Voice menus by topic and department.
  • Call forwarding and routing based on working hours.
  • A call log for checking missed enquiries.

Explore Virtual PBX features →

Example of call routing between an information service, reception and a specialist department
Illustration of the stages of handling an enquiry in CRM

02 / StreamCRM

The call is over.
The enquiry remains in progress.

Save contact details, the enquiry topic and comments. Assign tasks to employees and record the outcome of follow-up communication.

  • Fields for the enquiry category and details.
  • An assigned employee and a next step.
  • Call history when telephony is connected.

If your institution uses an electronic document management or departmental system, we will first assess data exchange options. StreamCRM helps organise communications; official registration of enquiries is governed by your existing system.

More about StreamCRM →

03 / Quality control

Understand where a person
did not get an answer.

Workload and missed calls

Review call logs and reports to identify busy hours and organise callbacks.

Quality of consultations

Use recordings to review difficult situations and train the team. Recording conditions and access are agreed before launch.

Conversation analytics

When AI analytics is enabled, use conversation transcripts and metrics as a guide for review. The manager makes the final assessment.

Call recording →

More ways to get in touch

Easy for people to reach you.
Easy for the team to continue the conversation.

Add the services you need to your telephony. The solution is tailored to your tasks and processes.

0800 number

Set up a dedicated hotline number. Connection and call terms will be included in the quote.

Learn more →

Website chat

LiveAssist gives website visitors another way to ask an employee a question.

Learn more →

SMS notifications

Inform people about organisational changes. Automatic notifications from a record system require an agreed integration.

Learn more →

Before launch

We will consider your institution’s structure.

We start with your tasks and existing infrastructure to propose a suitable setup.

Numbers and workstations

We will check your current operators, number of employees, branches and peak workload, as well as options for connecting existing numbers.

Access and data

We will discuss information categories, access to communication history and recordings, required retention periods and your institution’s requirements.

Integrations

We will identify which data is needed in your CRM or departmental system and check whether data exchange is technically possible.

Backup route

We will agree how calls are handled when an employee or department is unavailable. Backup options depend on the chosen setup.

Solution pricing

A quote for your workload.
A clear list of services.

The price depends on numbers, workstations, call volume and additional services. We will prepare a proposal for the selected configuration.

What we need for a quote

  • Number of employees and departments.
  • Existing numbers and approximate call volume.
  • Whether CRM, recording, chat or messaging is needed.
  • Integration and data retention requirements.

Getting connected

From your requirements to working communications.

01

Discuss your needs

We review enquiries, workload and the structure of your departments.

02

Agree on a solution

We determine numbers, services, routes and pricing.

03

Configure and test

We test calls, forwarding and agreed data exchange.

04

Help you get started

We show employees the main actions and clarify the scenarios.

Let’s discuss your institution

Start with a clear
process for handling enquiries.

Tell us about your departments, workload and current telephony. We will select services and prepare a quote.

+380 (44) 300 25 25

Questions and answers

What to know
before getting connected

Reception offices, local authorities, administrative service centres, social services and hotlines. Services are selected according to the institution’s structure and needs.

A virtual PBX provides shared telephony and routes calls to the right departments. We agree on the routing scheme and number of workstations before connection.

Whether an existing number can be connected depends on its type, operator and technical setup. We will check the available options before work begins.

You can set up a voice message and a separate route based on a schedule. The specific scenario, such as forwarding to an employee on duty, is agreed with the institution.

This page describes a solution for communications, interaction history and tasks. It is not intended to replace a departmental system or official register; any required data exchange is considered separately.

To assess this, we need the system name, available documentation and a list of data to be exchanged. Compatibility, scope and cost are confirmed after a technical review.

Access, data and retention requirements are discussed before launch. The selected configuration must meet the institution’s agreed requirements.

Pricing depends on the services, number of workstations, phone numbers and communication volume. Send an enquiry to receive a proposal for your organisation.