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Analyst Webinar:

The dangers of standing still in the contact center

How government agencies are keeping pace with digital transformation

By 2020, it is estimated that there will be more than 80 billion connected devices. With this rapid digital transformation, citizens will expect to interact on their device of choice to receive a seamless and personal experience.

The world is changing at a rapid rate. Too many contact centers still operate on slow, inflexible legacy technologies, hobbled by limited channels, aging inbound and outbound routing technologies, with many prone to breaking down. This limits the agency’s ability to meet growing citizen expectations and increase citizen complaints.

This on-demand webinar will address the disruptive and innovative impacts of Digital Transformation in the contact center and how to best keep up with today’s fast-paced citizen expectations.

Key Takeaways:

  • The effects of technological change on the contact center
  • Repositioning for the future to provide a great citizen experience
  • Integrating AI and data analytics to enable Digital Transformation

Meet the Speakers

Melanie turek webinar image

Melanie Turek
Vice President, Research

Frost & Sullivan


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