Digital transformation in the contact center.
"The global pandemic put a tremendous strain on Federal, State and Local government agencies to deliver public services at a time when inquiries could be anywhere between 10 and 50 times higher than normal.
Agencies leveraging premise based contact center technology hosted locally or in a remote data center often found themselves in a difficult position as capacity requirements were determined pre-COVID and did not meet the increased demand.
The workfrom-home scenario exposed system limitations. It was difficult to rapidly scale contact center operations to meet demand while also transitioning employees to a work-from-home environment. Websites were crashing and citizens were often on hold for long periods if they were able to get through at all.
As a result citizens grew increasingly frustrated by the lack of information available and inability to easily contact someone for help. While most agencies were working on digital transformation as it pertains to customer experience, communication modalities and automation have quickly become requirements based on changes across the 2020 business landscape.
A cloud-native contact center solution focused around automation enables agencies to address customer experience (CX) goals, provide much needed scalability while enabling worker location flexibility."
