MELVILLE, N.Y.--(BUSINESS WIRE)--Contact Solutions, A Verint® Company (Nasdaq: VRNT), today announced the findings from a study examining the needs of citizens and employees in today’s state agency contact centers. The Citizen Engagement Modernization in the State Contact Center study—which identifies opportunities for contact center technology modernization in the future—was commissioned by Contact Solutions in collaboration with the Governing Institute and the Center for Digital Government, and involved surveying 129 state and government professionals.
Results from the study show that the majority of surveyed leaders pointed to citizen engagement as a key priority, with the belief that modernizing the contact center is important toward advancing both engagement and agency operations. The study also indicated challenges facing today’s government contact centers from a demand and resource perspective, such as staffing issues and operational inefficiencies, as well as knowledge management and understanding the citizen experience.
“Modernizing contact centers can help governments optimize citizen engagement across communications channels, while improving state worker processes and systems,” says Michael Southworth, general manager, Contact Solutions, A Verint Company. “By sponsoring this research with the Governing Institute and the Center for Digital Government, we identified areas of need and gaps facing governing institutions, along with ways to more accurately address contact center technology modernization to enhance both citizen engagement and agency operations.”
Further findings from the study point to a generational and cultural shift that has hastened technological innovation uptake. For instance, citizens are changing the way they communicate and expect direct, convenient and personalized engagement. This includes ensuring knowledgeable staff is available to provide quick answers and resolution and self-service tools are available as a service option. According to additional research from the Governing Institute, the typical U.S. adult spends on average six to seven hours a day online. For the first time, mobile represents the largest share of the time spent online.
Other findings in the Citizen Engagement Modernization in the State Contact Center study include the following:
- While 72% of government leaders recognize that digital communication is the fastest-growing form of citizen-to-government communication, many of today’s contact centers don’t support popular digital communication channels.
- The majority of respondents leverage their websites (61%) to engage citizens, but fewer use social media (36%), mobile (22%), text or online messaging (5% and 7%, respectively).
“These primary research findings demonstrate that state governments recognize the changing citizen and worker landscapes and can prioritize technological modernization initiatives to ensure that they are prepared to fulfill critical citizen and agency needs now and in the future,” adds Joseph Morris, director of market intelligence, Governing Institute. “As state leaders verified in the research, digital improvements with back-end enhancements will help prepare them to engage with citizens digitally at the front-end.”
To help resolve agency challenges and improve service delivery for citizens, the study concludes that contact center modernization should prioritize a comprehensive self-service strategy, digital engagement and better knowledge management solutions. Additionally, resources—such as improved interactive voice response (IVR), system automation, data sharing, integrated case management, self-service tools, online messaging and social media—can enhance citizen engagement, while streamlining government operations and saving money.
To learn more about these survey results and how modern contact centers can help improve citizen engagement, visit info.contactsolutions.com/citizenCXgraphic to download the Governing Institute infographic.
About the Research
Interviews were conducted online from July to August 2016 among 129 state and government professionals across the United States. As part of the research, exploratory interviews were also completed with five department heads and government officials.
About Contact Solutions
Contact Solutions, A Verint Company, is a leading provider of cloud-based voice and mobile customer care solutions. With a focus on customer engagement that’s effortless for the customer and sustainable for the enterprise, its solutions help reduce effort through highly personalized self-service and agent-assisted experiences, all provided at the convenience of the customer. Leveraging business intelligence to continually improve and optimize customer care, it helps today’s enterprises achieve superior results at sustainable cost, while adapting quickly to rapidly changing customer demands. Learn more at www.contactsolutions.com.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
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