Web-savvy citizens are demanding better, faster, seamless services. Although numerous agencies have developed web and mobile-enabled interfaces to improve and personalize the citizen experience, innovation is still needed. The Government’s ability to operate in an omni-channel environment -- where citizens have the ability to be in contact with an agency through multiple avenues at the same time -- is now gaining traction with advances in unified communications.
For agencies looking to jump on the unified communications bandwagon, bringing together voice, video, screen-sharing, messaging, presence and file-sharing onto a single platform can provide the innovation needed to create more sustainable services.
This webcast discussed and analyzed innovative approaches to how unified communications can be used in a call center environment to support improved digital service delivery.