# Modernize your call center and transform citizen access

BrainHi Cloud Call Center helps public agencies manage high call volume with a cloud-based platform that combines telephony, intelligent routing, automation, and AI in one operation.

## Cloud Call Center

### LARA Active

- **Active Calls:** 3
- **Total Resolved:** 249
- **Avg Wait Time:** 11s

### Volume Today

- **AI vs Human:** 72% (LARA) - 28% (Agents)
- **Resolution Rate:** 94.2%

## A more organized operation for inbound and outbound calls

When call volumes grow, teams need more than phone lines. They need visibility, control, and a better way to distribute demand across staff, AI, and workflows.

- Centralize inbound and outbound citizen communication in one cloud-based platform
- Route each interaction to the right resource faster
- Reduce repetitive operational workload with AI
- Operate with more consistency and visibility across citizen demand

## How the Call Flow Works with Your Existing Infrastructure

LARA integrates into your existing phone system to intelligently route, automate, and support high-volume citizen interactions, without replacing your current infrastructure.

### Step 1 of 5
#### Calls enter through your existing main number
Citizens continue calling your existing agency number. No changes to your current phone system are required.

### Step 2 of 5
#### Calls flow into a programmable IVR
Calls are routed into a configurable IVR where rules based on time, volume, and request type determine how each interaction is handled.

### Step 3 of 5
#### LARA automates high-volume interactions
LARA, your AI assistant, handles common requests such as service inquiries, scheduling, reminders, and follow-ups across voice and SMS.

### Step 4 of 5
#### Seamless transfer to staff when needed
When human intervention is required, calls are transferred to staff with full context, ensuring faster and more efficient resolution.

### Step 5 of 5
#### Full visibility and operational insights
Agencies gain access to dashboards and analytics to monitor performance, identify trends, and improve service delivery.

### The infrastructure stays the same. The intelligence improves.

LARA enhances your existing call center with automation, routing, and real-time operational visibility.

## What does BrainHi Cloud Call Center include?

A cloud communication platform for public agencies that supports clearer operations across government offices and citizen service centers.

- Cloud telephony and operations: Manage inbound and outbound calls from one platform designed for high-volume public sector operations.
- Intelligent routing: Direct each interaction based on rules, schedules, request type, or priority level to improve response times and operational consistency.
- AI for repetitive tasks: Add AI agents like LARA to handle common requests, reminders, and other repetitive interactions without displacing staff.
- Coordination between AI and human teams: Keep staff focused on cases that require human judgment while AI absorbs high-volume repetitive work.
- Operational visibility: Track volume, performance, and trends to support more informed operational decisions.
- Compliance and data protection: HIPAA-compliant with SOC 2 Type II certification, end-to-end encryption, and audit logs designed to meet the security and accountability standards public agencies require.

## AI to support staff, not to complicate operations

BrainHi Cloud Call Center is designed so automation supports your team in high-volume operational work. LARA can be integrated into your service model to handle repetitive conversations and allow staff to focus on situations that require more value or more sensitive handling.

### Call Flow

- **Live Incoming Call** 
- **Centralized platform**

### Key operational benefits

- Improve responsiveness during high call volume
- Help distribute requests with more order and consistency
- Enable smoother collaboration between AI and human teams
- Strengthen citizen service operations with a more modern structure
- Reduce administrative workload in repetitive interactions
- Support scale without requiring the same rate of staff growth
- Provide greater visibility into volume, performance, and opportunities for improvement

## Modernize your call center to improve citizen access and reduce staff burden

Request a personalized demo and discover how BrainHi Cloud Call Center can help improve citizen access, reduce administrative workload, and modernize communication across your agency.

## More solutions to explore

- **[LARA AI](/content/solutions/government/lara/index.html)**: An AI agent that answers calls, routes constituent requests, and provides information in natural conversations, 24/7.
- **[AI Front Desk](/content/solutions/government/answer-calls/index.html)**: Capture every call, automate FAQs and form intake, and free your staff to focus on complex constituent needs.
- **[Digital Queue](/content/solutions/government/waiting-room/index.html)**: Digital check-in, real-time SMS updates, and live visibility into citizen wait times and service flow.