If you’ve dealt with local, state or federal government lately, you’ll know that the quality of customer support they provide is somewhat lacking. Many public sector organizations simply do not have the kind of budgets available to the private sector to update technology solutions and hire enough workers to use them properly.
Customer experience company Genesys is hoping to change things. According to the Genesys State of Customer Experience Report, more than two-thirds of customer experience (CX) leaders at government agencies said they plan to implement a customer experience platform that integrates systems within the next two years. To help advance the initiative, Genesys recently announced that it has achieved Federal Risk and Authorization Management Program (FedRAMP) authorization at the Moderate Impact level for the Genesys Cloud CX platform.
Now, with FedRAMP authorization, Genesys Cloud CX U.S. public sector customers can access the most innovative platform for orchestrating experiences, while protecting their mission, assets and resources. Using Genesys Cloud, state and federal agencies will have access to a powerful set of set of digital, voice, AI, workforce engagement management (WEM), analytics, and unified communications and collaboration (UCC) capabilities built to orchestrate the customer experience across every touchpoint.
"Government agencies are under tremendous pressure to modernize their infrastructure to provide personalized, empathetic experiences, all while facing limited budgets and compliance mandates unique to the public sector," said Olivier Jouve, Chief Product Officer at Genesys. "Genesys Cloud CX provides the secure and compliant, open platform they need to meet the changing needs and increasing expectations of their customers."
The Genesys Cloud CX solution is expected to improve both customer and employee engagement. Genesys Cloud CX allows U.S. public sector customers to deliver exceptional experiences through real-time access to interactions and data which provides better insights into citizen needs and visibility into journey management metrics to identify opportunities for improvement, track progress towards goals and more.
In addition, U.S. public sector customers can use Genesys Cloud CX to tap into employee behavior to understand, predict and learn what employees need to unleash their best potential and reduce turnover.
Edited by
Greg Tavarez
