With its StateRAMP authorization, U.S. state and federal agencies can access the latest Genesys cloud and AI technologies to improve the customer experience.
Posted December 21, 2023
Theta Lake launches Smart Capture for RingCentral Contact Center.
Posted September 20, 2023
Content Guru's storm contact center platform achieves FedRAMP's highest security certification.
Posted August 30, 2023
Talkdesk's CX Cloud solution is on its way toward FedRAMP authorization for use by government agencies.
Posted August 08, 2023
Government agencies should also view customer service as a value-generator, just as private-sector organizations do, but for different reasons.
Posted April 28, 2022
Cyara's Automated Customer Experience Assurance Platform is now available to U.S. government agencies through Carahsoft's contracts and resellers. (Featured on DestinationCRM.com.)
Posted February 18, 2022
Bright Pattern's cloud-based omnichannel contact center software is now available to public-sector agencies through Carahsoft master government aggregator agreement. (Featured on DestinationCRM.com.)
Posted January 18, 2022
Senture acquisition strengthens Teleperformance's position in government services.
Posted December 30, 2021
TTEC will acquire certain citizen experience and smart city assets of Faneuil from ALJ Regional Holdings. (Featured on DestinationCRM.com.)
Posted December 29, 2021
Government contact centers faced unique challenges during the pandemic, but they were able to pivot and serve admirably.
Posted May 13, 2021
Maximus is partnering with Genesys to offer the Maximus Genesys Engagement Platform for government agencies. (Featured on DestinationCRM.com.)
Posted May 14, 2020
TriageLogic is offering information hotlines, telemedicine, and remote call center phone systems for healthcare organizations to address the Covid-19 crisis.
Posted March 23, 2020
NICE inContact is providing free work-from-home module and free voice call ports for 211 and 311 organizations to handle increased interactions volume.
Posted March 11, 2020
SYNNEX will sell Avaya OneCloud secure UCaaS solutions to address the secure communications and collaboration needs of U.S. government agencies.
Posted November 26, 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
NICE inContact's CXone Workforce Optimization is certified for use by government contact centers.
Posted August 28, 2019
Avtex will be a reseller of TRUSTID's Authenticator as part of its SmartTrack application
Posted May 23, 2019
Avtex will bring Semafone's contact center security solutions and PCI DSS compliance expertise to its North American clientele.
Posted September 05, 2018
CFI Group's latest Government Contact Center Satisfaction Index remains unchanged, still lagging the private sector.
Posted June 20, 2018
Salesforce has announced that it will invest $2 billion in Canada over the next five years, taking its customer service and CRM solutions to the United States' northern neighbor.
Posted February 09, 2018
Maximus and Interactions have partnered to bring intelligent virtual assistants to federal agencies.
Posted June 27, 2017
Strategic partnership provides contracting convenience and guaranteed competitive pricing to qualified government buyers through MicroAutomation's GSA Schedule.
Posted February 14, 2017
The virtual assistant will provide visitors to IP Australia's Web site with information about the trademarking process.
Posted August 11, 2016
The Joint Interoperability Test Command has placed CIC version 2016 R2 on the Department of Defense's Approved Product List.
Posted June 20, 2016
Emergency preparedness solutions company Rave Mobile Safety has seen particular success with its Smart911 national safety service. The platform aims to assist 9-1-1 dispatchers in their decisions and cut response times. The service has seen statewide implementation in Arkansas, Delaware, and several other states.
Posted December 29, 2015
Verint Engagement Management will help support citizen engagement and aid in case management and resolution.
Posted September 24, 2015
Research also finds that data-focused organizations deliver faster customer service.
Posted May 12, 2014
By paying attention to these trends, companies can elevate the customer experience, build loyalty, and increase satisfaction.
Posted February 25, 2014
Solution helps meet compliancy with privacy laws.
Posted February 05, 2014
Solution offers smoother customer service for citizen and government interactions.
Posted January 16, 2014
When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Posted October 29, 2013
New content management software designed to help contact centers.
Posted September 23, 2013
Finding balance between compliance and customer satisfaction has been an increasing challenge for companies. Here are some suggestions to address consumer expectations and demands while complying with regulations.
Posted September 20, 2013
LAGAN Web self-services connects citizens with government bodies via desktops, smartphones, tablets and social networks.
Posted September 18, 2013
Legislation seeks to remedy thousands of backlogged claims.
Posted August 05, 2013
Overall satisfaction substantially increases as performance at large national servicers improves.
Posted July 23, 2013
Contact centers likely to adapt their businesses to offer more complex services in a competitive market.
Posted July 18, 2013
Solution helps organizations increase performance across contact center, back-office and retail branch operations.
Posted July 16, 2013
New release features knowledge management, employee mobile and Web self-services.
Posted June 18, 2013