The Future of Government Digital Contact Centers
Turning government digital contact centers into an experience hub, not a cost center
The future of government digital contact centers
Government contact centers can and should aim to create the best possible outcomes for their customers, agents, and the agency itself. This will require a deep understanding of user needs and making appropriate use of digital technologies. With an experienced team of professionals, Deloitte Digital Contact Centers (DCC) offers a pioneering approach to reinventing the government customer experience, moving beyond traditional call center paradigms. Our mission is clear: We aim to enhance your engagement with your customers. By integrating advanced Automation and GenAI Consulting, we empower smart government contact centers to produce the best possible outcomes for their customers, agents, and the agency at large. With the support of the Digital Contact Centers (DCC) team, you can transform your government contact center from a mere cost center into a dynamic experience hub.
What we do
At our Digital Contact Center Practice, we specialize in elevating the efficiency and effectiveness of government contact centers through a comprehensive range of services tailored to the unique needs of the public sector. Our offerings encompass Automation and GenAI Consulting, Technology Implementation, Strategic Assessments, and complete contact center operations, ensuring a holistic approach to modernizing client interactions.
Smart Contact Center Solutions
Our expert teams provide the strategy, engineering, tech implementations to power your contact center with these solutions.
Why Deloitte?
The Digital Contact Centers practice brings extensive experience delivering and managing contact centers for partners at the federal and state governments, having built more than 20 digital contact centers. We bring leading practices in evolving government digital contact centers into customer-centric entities that maximize efficiency and effectiveness while remaining focused on the client’s mission and customer satisfaction. From strategy to implementation to operations, we help transform public service delivery managing end-to-end implementation and operations of your government and public-sector contact center needs.
Discover TrueServe™ for government: Transforming Government Service Experience
Enhance your government digital contact center with TrueServe™ for government, an innovative solution by Deloitte Digital. By leveraging cutting-edge technologies like AI and industry-specific accelerators, TrueServe™ offers improved service quality, scalability, and cost efficiency. Experience the future of customer service with features such as conversational AI, multi-modal experiences, and advanced analytics. Empower your team and elevate customer satisfaction today.
Inside a Deloitte digital contact center
We can launch our client’s contact center into operation expediently to meet your customers’ needs. With systems built alongside our industry-leading partners, we leverage automation for efficient and enhanced experiences and design interfaces while keeping customer experience in mind. Leading with an innovate approach to contact centers and a wide range of experience, our adaptable teams and resources can enable your operation to withstand any challenge.
When crisis hits, communication comes first
A crisis demands communication – fast. Front-line call center interactions can be a vital source of information about the challenges people might be experiencing
because of the crisis. Read more on how government can quickly establish a contact center in times of need.
Command center
A command center is more than agents; it is a 360-degree view of an enterprise and needs to listen, react, and inform downward to operations and upward to leadership. A strong command center is the core of a successful operation.
Agent deployment and staffing
Deloitte delivers a team with the right skills at the right cost. With thousands of skilled professionals to deploy agents for a contact center go-live, we’re operation ready with agents, supervisors, managers, quality management, and more.
Training & knowledge management
Our training team can help develop a curriculum customized to your specific programs and provide initial and continued training to your staff in a manner that best suits their needs and experience. Training is essential to staff preparedness and ensures a smooth customer experience.
Workforce management
Leveraging industry-leading technologies and with experience optimizing workforce productivity across industries, our workforce teams help transform the contact center to accelerate efficiency and reduce turnover through Intraday Traffic Management and Strategic Manpower.
Quality management
Through innovative technologies and time-honored leading practices, we can improve and maintain a contact center operation that receives top marks for customer experience through custom evaluations, real-time reporting, and one-on-one agent coaching.
Technical infrastructure
With industry providers, our team can maintain all technical aspects of a contact center, including telephony systems, live agent support, and integrated automation for data reporting and systems operations. DCC’s omnichannel solutions enable agent efficiency and a seamless customer experience.
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Our Impact
in strategies and capabilities -DC Marketscape analysis
full-service implementation capability
Customer calls handled
State & Federal Agencies
