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Defense Ops Debates: Breach Lessons

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Build trust with citizens through
omnichannel engagement

Engage citizens securely and efficiently across channels from a single, compliant platform.

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Deployed by secure organizations globally

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Make every citizen interaction seamless

Respond to inquiries, share public updates, and provide services through the channels your citizens already use.

Unified citizen support
across channels

Centralize support via live chat, WhatsApp, SMS,
and email in one inbox.

Secure case-based
communication

Enable secure, ongoing chats for legal, social,
and public services.

Digital citizen
service portals

Integrate live chat into digital
government platforms.

Customer story

Serving 1M+ residents with Rocket.Chat

The Public Defender's Office of the State of São Paulo chose Rocket.Chat for secure information exchange, ensuring legal aid, human rights promotion, and citizens support.

3000

agents across 43 cities

52%

of users choose digital-first support

50M+

messages exchanged

Agent productivity

Maximize productivity and improve service quality

Empower agents with tools that streamline interactions and drive efficient request resolution.

Cross-channel chat history

Access past citizen requests and conversations effortlessly, no matter how they reach out.

Canned responses

Allows agents to use pre-defined templates for frequently asked questions, saving time and ensuring consistency.

AI summarized conversations

Customize roles and assign the right access levels with Rocket.Chat's 180+ permissions, ensuring users can only access what they need.

Chatbot integrations

Automate repetitive inquiries with chatbots and machine learning apps or build custom integrations.

Manager experience

Boost operational efficiency

Equip managers with data-driven insights to act faster, minimize inefficiencies, and optimize workflows.

Intuitive contact center

Effortlessly manage, filter, and search through conversations while monitoring live chats in real-time.

Personalized contact lists

Upload and manage secure contact lists, ensuring agents focus only on authorized and relevant contacts.

Business units

Organize multiple departments under a single unit for streamlined management.

Flexible business hours

Customize business hours to align with your team's schedule for optimal coverage.

Smart routing

Create automatic rules to balance workloads and prioritize citizens effectively.

Analytics and reports

Gain valuable insights into team performance and track key metrics with ease.

Security and compliance

Safeguard sensitive data and reduce fraud risks

Rocket.Chat provides safety nets that regulated sectors cannot treat as optional. Adhere to legal and data protection standards, minimizing risks and liabilities.

Trusted contact management

Ensure contacts are who they claim to be, protecting sensitive data and meeting legal requirements like Know Your Customer (KYC).

Advanced security and privacy options

Automatically route verified or trusted contacts to support queues, reducing fraud and keeping your team focused on high-value tasks.

Granular permission controls

Customize roles and assign the right access levels with Rocket.Chat's 180+ permissions, ensuring users can only access what they need.

Audit readiness

Maintain detailed records of all communications for compliance and legal audits. Share conversations easily via email or PDF with customers, patients, or citizens.

Customer story

Trusted by public sector innovators

The City of Campinas offers 24/7 secure access to services by integrating its official WhatsApp channel with Rocket.Chat.
‍

"We couldn’t just create a channel on WhatsApp due to security and admin issues. Rocket.Chat became the missing piece we needed. We expect to shift approximately 40% of our interactions to this platform."

Elias Tavares, Director-President, IMA Campinas

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