Modernizing the government contact center has never been more critical to improving the citizen experience. Citizens look toward the public sector during some of their most vulnerable life challenges–from seeking vaccine information during a global pandemic to unemployment benefits from unexpected job loss. Receiving a prompt response from government agents makes a marked difference.

To unpack this opportunity, SuccessKPI VP of Sales Emil Modugno and Maximus VP of Citizen Engagement Michelle Paiz provided a live webinar about their experience spearheading government modernization with AI-powered, advanced data analytics. In this article, dive into highlights from the discussion, including tools and tips for driving agency modernization in the cloud, yielding an overall improved citizen and employee experience.

Changing landscapes in the public sector

The COVID-19 pandemic changed the world in many ways, including the way we work and communicate. Prior to COVID-19, much of the agency workforce worked on-site but with a push to move toward remote work, agencies were forced to adapt and modernize their experience. Zero trust and cloud-first became a priority for government leaders.

While agencies were forced to adapt quickly to hybrid work environments, cloud success remains a separate topic to be tackled in the aftermath. There are many reasons why state, local, civilian, defense, and intelligence agencies are seeking cloud solutions, including increasing efficiency and providing a better experience for their constituents, members, and employees. Overall, the consensus is that better work environments, whether hybrid or fully remote, yields happier employees, and thus, better experiences for citizens receiving their service.

However, despite a shift in agencies moving to the cloud, many are still experiencing challenges in achieving a full digital transformation.

“As we work through these modernizations with our customers, we’ve noticed…many agencies are data-rich, but they’re very insight-poor,” said SuccessKPI’s VP of Sales Emil Modugno.

Cloud based solutions are here, but optimization is lacking

A recent study conducted by Forrester Consulting on behalf of SuccessKPI revealed that nearly half of all contact center decision-makers have little to no success with their cloud migration efforts. And within that study, only 23% of survey respondents say they experienced a completely successful migration to a CCaaS solution.

Due to technical complexity and lack of resources, leaders in contact center spaces have been left frustrated, and at a loss of how to fully adapt to the cloud environment and create a roadmap to success.

Cloud Contact Center Success (Forrester Study)

Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study “The Frustrating Journey to Cloud Contact Center Success” indicates the move to the cloud has been a frustrating journey, and that cloud toolsets are essential to success in the cloud.

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