As federal agencies look for ways to improve federal customer experiences in alignment with the Executive Order, transitioning to a scalable, cloud-based call center as a service (CCaaS) solution could help agencies provide secure and seamless user experiences, while lowering operational costs. By integrating a CCaaS solution paired human-centered design practices, agencies can provide constituents with a multi-channel communications hub that included self-service tools and the ability to communicate directly with a human to provide seamless, user-friendly experiences. In addition to enhancing experiences, the agencies can lower operational costs, drive data-based decision making, and boost employee productivity with a solution that could scale to the mission’s needs.
“Human-centered design is really a way of thinking and doing that puts the customers at the center of what we design and deliver to them,” said MaryAnn Monroe, Vice President of Total Experience at Maximus. “Simply put, it’s about putting the customer at the center of what we do and understanding the humans who use our services.”
To learn more about how a cloud-based call center can provide secure and seamless user experiences, download the capabilities brief below.