CSM CXP

Deliver Exceptional Citizen Experience

CSM's CXP, or Citizen Experience Platform, is our suite of solutions that harnesses the power of technology to deliver exceptional citizen experience. CSM has reckoned best-in-class features that enable dialogue between citizens and governments. CSM CXP incorporates the fundamentals of citizen-government relation while blending it with standout technology.

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Contact Centre

A tech-enabled highly scalable centralized feedback system with a cloud-based experience that facilitates real-time interaction between citizens and government. The solution is enabled with facilities like call recording, IVRS, automatic call distribution, outbound dialer and AI-chatbot. With enhanced technological support it enhances the caller's experience and quality analysis. This system is used as an effective tool for monitoring and capturing citizens’ feedback to enhance the public service delivery system.

Citizen Listening
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Grievance & Feedback Management System

An Internet-based Omnichannel platform to get connected to the citizens for mapping, responding, and redressing their grievances via multi-modal registrations, thereby providing them with the convenience to lodge their grievances anytime, anywhere. It is a centralized public grievance redressal portal where the grievances are monitored and tracked with real-time information with transparency. It gains the faith of the citizens in the public machinery through time-bound response, escalation and redressal.

Citizen Satisfaction
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Omnichannel Grievance Redressal System

CSM developed ‘Janasunani’ is one such integrated grievance resolution portal implemented in Odisha. To enhance citizen experiences, this unified portal consolidates grievances from all channels- letters, calls, SMS, CM Grievance Cell, social media, and the erstwhile e-Ahijog. The seamless grievance management process aligns well with the state government's 5T governance paradigm.

Elevate Citizen Satisfaction
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