How does DGFiP improve the user experience?
Promoting the use of digital technology
As part of the withholding tax system and the latest tax reforms (abolition of the housing tax, end of the public broadcasting fee...), the DGFiP wanted to offer new services to its users in order to promote the use of digital channels and absorb a sharp increase in calls.
Objectives:
- Offer a response to every user as part of its public service mission
- Promote the use of digital technology
- Reduce the volume of incoming calls
Visual IVR
The DGFiP deployed DialOnce’s Visual IVR on the tax hotline numbers to optimize daily reachability.
Listen to the replay of the DGFIP X Orange X DialOnce webinar featuring the testimony of Emmanuel Cardot, Head of Contact Centers.
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The DialOnce solution had the advantage of offering several access modes to the Visual IVR, one of which I'd describe as automatic, and which won us over.
