The Focus on Customer Experience
When the citizens’ expectations are not met, they escalate and that’s a big problem. We are seeing a move toward omni-channel, but it’s still largely siloed. When we talk about multi-channel, it may be an email or a chat or a text or website form or a voice call. Voice is still a very viable and large channel in use across government.
Senior Vice President of U.S. Public Sector, Genesys