About Us
Our Approach
Capitol Bridge is based in Arlington, Virginia with offices in Pittsford, New York; Columbia, South Carolina; and Isabela, Puerto Rico. We provide both nationwide and strategic, locally focused services including customer service operations, government process optimization, and independent clinical review services.
Capitol Bridge maintains a panel of specialized medical, legal, and business process professionals who provide knowledge across a range of subject areas and jurisdictions.
Customer Experience Optimization
At Capitol Bridge, we work with clients to provide top-notch customer and beneficiary experiences that align with each program’s goals. We know customer service is more than applying a machine learning algorithm, so we offer:
Dedicated customer service agents. Our high staff retention rates help ensure that our agents are consistently well-trained, skilled, and committed to their roles.
Processes that improve customer satisfaction instead of simply reducing call-handling times.
Access to leading AI technologies, including speech analytics, automated quality features, advanced data presentation and analytics, and virtual customer service options.
Rapid implementation of new contact center services, with staff augmentation to prevent customer frustration in times of crisis.
Technology That Fits the Need
Today’s customer contact industry is undergoing a rapid evolution with the introduction of AI, machine learning, chatbots, virtual assistance, automated quality assurance, and smart outreach campaigns across industries.
As this occurs, contact center providers are struggling to balance cost-saving automation with customer preferences and satisfaction. The reality is customers still have mixed feelings about virtual interactions — this is especially true of customers seeking support for government services.
Capitol Bridge partners with leading providers of AI-fueled speech analytics, dynamic data presentation and analysis, automated quality control features, and virtual agents while staying true to our most important objective: finding the right technology for the client and the service.
Contact Us
From conceptualizing to constructing, we’re ready to design your architectural dream. We promise a client-centric approach that empowers ideas, eases concerns, and delivers quality craftsmanship we’ll all be proud of.