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Talkdesk Citizen Engagement Attempts to Simplify Government Assistance
Many sectors of the business world have been quick to adapt with the latest technological advancements. Executives across the board have finally begun to appreciate the benefits of digital assistance not just from an operational or financial perspective, but from a customer perspective as well. This is one of the reasons why 2021 was such a monumental year for digital transformations, as many businesses attempt to catch up to the new demands of consumers in the re-emerging economy.
Although businesses are modernizing, many government agencies are lagging behind in comparison. Citizens across the country are still dealing with the typically slow wait times and convoluted processes for important government programs, such as housing assistance, SNAP, and unemployment insurance among others. And with so many citizens utilizing digital options to complete these tasks as a result of the pandemic, the need to shift away from legacy processes has never been more urgent.
“The pandemic and recent disaster relief efforts placed added pressure on state and local government agencies, which were already burdened by disparate, legacy systems,” said John Bastin, vice president, industry strategy - public sector, Talkdesk. “Recognizing yesterday’s technology can’t meet the demands of today, these organizations are now reenvisioning the contact center and prioritizing CX. Talkdesk Citizen Engagement helps put them on the path to modernization, giving them a better way to support social service delivery and foster greater trust and transparency.”
To help government agencies meet the new demands of valued citizens, Talkdesk has developed Citizen Engagement, a new solution specifically designed to simplify and make government benefit processes more accessible for participants.
Noteworthy features in the Talkdesk Citizen Engagement solution include:
- Improved access – Agencies can now utilize a number of AI-enhanced, multi-language self service options for convenient access and less dependence on human agents.
- Reduced inbound call volumes – Citizens can receive automatic notifications about the status of their inquiries, and can be transferred to human agents when inquiries become more complex.
- Modernized contact center operations – Managers now have the ability to scale operations without complicated IT overhauls, and incorporate AI-enhancements for improving training and onboarding tasks.
Edited by Maurice Nagle