Tag Archives: cx

USDA Streamlines Contact Center Functions Under GSA CoE Program; Simchah Suveyke-Bogin Quoted

Customer Experience

The Department of Agriculture has launched a customer service program to centralize contact center operations as part of the General Services Administration’s Centers of Excellence (GSA CoE) initiative. The self-service AskUSDA Contact Center covers inquiries made through email, phone, chat or the web to free up personnel time for addressing customer concerns.

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Avaya Advances AI Capabilities to Improve Customer Experience; Eric Rossman Quoted

Avaya

Avaya has made its OneCloud CCaaS and OneCloud CPaaS portfolios available with Avaya AI Virtual Agent Enhanced. “Avaya and Google Cloud are delivering AI innovation that is making organizations more agile, more responsive and more capable of meeting the needs of today’s ‘everything customer’,” said Eric Rossman, Avaya VP of Technology Partners and Alliances. 

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Updated OMB Guidance Includes Expanded Definitions of Customers, Service Delivery; Stephanie Thum Quoted

Office of Management

The 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, OMB broadened the definitions of a federal government customer. 

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Accenture Completes Global Study Showing Citizens Share Personal Data for Enhanced Customer Services; Eyal Darmon Quoted

Accenture has released a global study, showing that the majority of citizens are willing to share personal information with government agencies in exchange for better service, the company announced on Wednesday. 

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Accenture Acquires VanBerlo to Improve Build Smart Connect Solutions; Thomas Paulen Quoted

Accenture 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 transaction were not disclosed. 

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Oracle Communications Provides Telecom Fiji to Modernize Customer Engagement; Charles Goundar, Jason Rutherford Quoted

Telecom Fiji has announced a partnership with Oracle Communications, who will help the company modernize their customer engagement, speed delivery of new products and services to customers, Telecom reported on Tuesday.

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