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Innovation in Government
Contact centers have rapidly modernized the constituent experience in response to the pandemic. Christina Angel, senior solution consultant for U.S. public sector at Genesys, discusses self-service, AI, and other trends and strategies to deliver empathetic service experiences with technology.
In this Q&A, Nathan Hamrick, principal solution consultant for public sector at Genesys, discusses ways that organizations can use artificial intelligence and intelligent automation to deliver a modern experience.
The pandemic forced government contact centers to modify how they provide services. Ivory Dugar, senior solutions consultant at Genesys, answers the equipment and workforce optimization questions that are top-of-mind for agencies that extend operations to remote agents.