In the past year, interactions between people, businesses, and the governments have changed. Because of the pandemic, the world was relying on digital channels to receive and deliver valuable information and stay connected. For the government, this wasn’t particularly new territory, but an area that didn’t receive as much focus in the past, according to Ray Bauer, Director of Public Sector Domain Specialists, Verizon.
Bauer went on to explain that when it came to constituent engagement and operations, “the government was faced with challenges on how to successfully provide information and services that constituents need in a timely manner. This challenge led officials to ask how they could get constituents the right information in an engaging way on an optimized channel.”
To answer these questions, government officials turned to trusted industry experts to provide the direction needed. “To remedy these challenges, government agencies implemented cloud-based virtual contact center solutions which were stood up in just a few days enabling remote agents to continue working while only needing a laptop and headset,” said Bauer. “By partnering with a trusted industry expert, agencies were able to design and deploy solutions within days. With a suite of services like workforce management, call recording, API integration, options with CRM platforms, artificial intelligence capabilities, and more, the work didn’t have to stop.”
With these suites of solutions and partners that “understand how to assess and tackle the problems in short order with proven methodology and experience”, agencies were able to continue mission delivery with a focus on customer experience. While these capabilities are important to foundational work, they’ve become vital as vaccine distribution has ramped up, explained Bauer.
“As states have launched vaccine programs, there commonly was not appropriate platforms in place to keep up with site traffic, calls, and backend processes. However, using a suite of solutions from a trusted partner, healthcare agencies can scale their infrastructure to meet demand,” shared Bauer.
To help ensure the functioning of remote government operations and a great constituent experience, agencies should look to industry experts that have a proven track record of success with design, deployment, and enablement on every scale.
To learn more about providing an excellent constituent engagement experience powered by innovative solutions, click here. Managed & Professional Services for Public Sector