3 Factors Driving the Public Sector to Cloud Contact Center

As organizations face rising customer expectations for personalization and interaction, the limits of on-premises contact centers are evident. IT decision-makers in the public sector have been adopting cloud-based contact centers to address this concern. According to a recent study by Aberdeen Research, the adoption of cloud technology to modernize contact centers increased 94% between 2013 and 2019. On a typical day, education, government, and nonprofits field thousands of questions from constituents, while changing stay-at-home mandates require institutions to provide consistent, up-to-date, real-time communication. With staff availability limited for in-person IT help desks due to the coronavirus pandemic, institutions are increasingly relying on their contact centers to bridge the resulting services gap. For organizations relying on legacy contact-center solutions, the shift during the pandemic created challenges in maintenance, scale, and innovation. The three factors most frequently cited by the public sector for driving cloud adoption are:
Lower total cost of ownership
Flexibility to add capacity and capability
Improved customer experience
Full article: https://www.nojitter.com/ccaas/3-factors-driving-public-sector-cloud-contact-center
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