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Government Agency Modernizes Contact Center with Omni-Channel Strategy

Contact center modernization projects can be daunting for large organizations due to competing requirements and priorities. WWT helped a city government agency develop an omni-channel contact center strategy, roadmap and implementation plan to improve its customer and agent experience.

The challenge

This city government agency’s contact center is struggling to deliver a positive customer experience for its residents due to disjointed legacy solutions that lack robust features and flexibility. 

Limited communication channels and lack of multi-lingual support make it difficult for residents to access services and prevent this agency from quickly delivering information to residents during major city crises. 

When residents do engage with this agency’s contact center, they’re often rerouted several times across multiple departments to agents with little to no visibility into their previous interactions, resulting in caller frustration, workforce inefficiencies and ineffective cross-channel call quality monitoring. 

This agency needed to modernize its contact center platform to simplify processes and better serve residents. 

Agency leadership envisioned a state-of-the-art, integrated contact center communications platform that supports all interaction channels. The platform needed to deliver a best-in-class experience for residents and contact center staff while improving cost efficiencies and accelerating return on investment (ROI). 

This agency chose WWT’s Contact Center team to develop a comprehensive strategy for achieving this vision. 

Our process

We hosted discovery sessions with this agency’s internal staff to understand current and target state operations and identify personas (the distinct categories or groups) within each contact center division. We documented and categorized discovery results by function to paint a clear picture of the features and capabilities needed across the contact center. 

After analyzing the discovery results, we led ongoing strategy development sessions with key stakeholders across more than 40 divisions to share our findings, educate them about best practices, develop ROI models and provide technology demonstrations. 

Based on feedback during these strategy sessions, we partnered with Cisco, Google, Upstream Works and Verint to design a contact center solution that reduces the number of call transfers; provides automated, timely responses to general inquiries; and increases visibility across communication channels, allowing agents to resolve inquiries faster.

When this agency started implementing the solution, we advised on migration priorities and planning by leveraging dependency mappings and "strawman" plans based on our initial discovery results.

Outcome

WWT developed a comprehensive contact center strategy and roadmap that enables this agency to deliver an omni-channel contact center platform leveraging Google AI virtual assistants across all departments. 

The developed strategy supports this agency's long-term goals to streamline communication processes for residents, equip agents with better data and leverage new contact center features for continuous improvement. Our team was able to provide these detailed deliverables while staying within this agency's resource and budget requirements.

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