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
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
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
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
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

Posted March 11, 2013