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Citizen Engagement Blog

State Citizens Expect Better Engagement through Technology Modernization

State modernization initiatives address critical efforts to improve systems, processes and service delivery. Included in the mix is the impact these initiatives have on citizen engagement.

But to what extent is citizen engagement a key focus for state agencies as they address their modernization efforts?  The Governing Institute has released early findings, in coordination with research survey sponsor Contact Solutions (a Verint company,) and answers that question.

Topics: Industry Insights Success Stories

5 Reasons to Modernize Your State Contact Center

To achieve the state of the art in contact centers, government organizations must look beyond the traditional model: reliance on the phone and live agents; on-premises infrastructure; distributed, siloed applications, data sources and security; and cumbersome manual processes.

Topics: Industry Insights Contact Center Insights Cloud IVR FAQ Process Improvement