Deloitte Digital, in partnership with Salesforce, has introduced a new offering that will combine its experience in large scale contact center transformations and human-centered design to enhance customer experience for contact centers.
MoreThe U.S. Social Security Administration (SSA) has selected Avaya’s OneCloud portfolio of communications and collaboration solutions to support the agency’s digital transformation initiative. SSA will modernize the agency’s ability to rapidly respond
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The Department of Agriculture (USDA) has issued a digital strategy playbook to help USDA components and other agencies implement best practices in developing user-centric websites.
MoreThe Office of Management and Budget (OMB) has made major changes to a section of its Circular A-11 guidance that deals with enhancing customer experience and service delivery. Under the updated Section 280 guidance,
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Amazon Web Services (AWS) has announced the general availability of Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that will enable contact centers to understand the sentiment,
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The General Services Administration (GSA) is recommending agencies to evaluate their contact centers through “secret shoppers” who will interact with customer service representatives as members of the public.
MoreThe U.S. General Services Administration (GSA) has issued an Evaluation and Buying Guide to help federal agencies seeking Human-Centered Design (HCD) services to improve Customer Experience (CX), GSA announced on Friday.
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Renee Wynn, the retiring chief information officer at NASA, said the implementation of a new strategy aimed at improving how the agency oversees its information technology systems, resources and personnel will be
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The Trump administration is calling on agencies to leverage their authorities and technologies "to the greatest extent practicable” in an effort to continue operations amid the coronavirus outbreak.
MoreAccenture has acquired VanBerlo, an award-winning product design and innovation agency headquartered in Eindhoven, Netherlands, to strengthen capabilities and improve build smart connect solutions, the company announced on Wednesday. Terms of the
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