Talkdesk | October 04, 2021
Talkdesk Inc., the global customer experience leader for customer-obsessed companies, announced the launch of Talkdesk Citizen Engagement, an end-to-end customer experience (CX) solution that provides a better way for government agencies to administer benefits, communicate with applicants and recipients, and modernize their contact center operations.
While different in many ways from private sector organizations, government entities are subject to the same consumer demands of today’s digital age, where fast, frictionless, and intelligent interactions have become expected in all areas of life. Whether grocery shopping, buying insurance, visiting the doctor, or applying for government benefits, the CX stakes have never been higher. This is especially true for government agencies, as citizens rely on them during crises and for assistance with vital services. In fact, many U.S. states and municipalities reported record-breaking interaction volumes last year as their crisis services hotlines were inundated with citizen inquiries related to the pandemic.
Designed with that in mind, Citizen Engagement offers a well-timed solution for helping state and local governments alleviate common pain points associated with supporting key programs like Medicaid, unemployment insurance, SNAP, housing assistance, and more. The solution streamlines and simplifies the benefits process, giving government organizations the capabilities they need to deliver the service citizens want. Solution highlights include:
Improved access – Enables citizens to easily find program information, understand how to apply, fulfill eligibility requirements, and obtain application assistance on the communication channel of choice. Bots, multi-language features, and artificial intelligence (AI)-powered self-guided options further simplify the program enrollment process and accelerate access to benefits.
Reduced inbound call volumes – Proactively notifies applicants throughout the enrollment and benefits disbursement journey to reduce citizen effort, status check inquiries, and inbound call volumes. Complex inquiries can be seamlessly transitioned to the right live agent without long hold times. Systems of record and identification tools can also be effortlessly integrated for fast verification.
Modernized contact center operations – Allows operations to adapt to evolving program requirements and scale as necessary to meet fluctuating demands without the need for complicated coding or overloading IT resources. The solution’s AI-infused capabilities also make agent onboarding and ongoing training more efficient, empowering agents with suggested next best actions in real-time.
“The pandemic and recent disaster relief efforts placed added pressure on state and local government agencies, which were already burdened by disparate, legacy systems. Recognizing yesterday’s technology can’t meet the demands of today, these organizations are now reenvisioning the contact center and prioritizing CX. Talkdesk Citizen Engagement helps put them on the path to modernization, giving them a better way to support social service delivery and foster greater trust and transparency.”
John Bastin, vice president, industry strategy - public sector, Talkdesk
The Citizen Engagement solution is compliant with Section 508, which requires federal, state, and local agencies to make their electronic and information technology accessible to people with disabilities.
Citizen Engagement is part of a portfolio of Talkdesk products and solutions tailored to meet industry-specific needs, enabling enterprises and government organizations to unlock the promise and potential of great customer experiences. In addition to the introduction of Citizen Engagement, the company also just announced Talkdesk Insurance Smart Service. Learn more about the full range of Talkdesk contact center solutions.
Talkdesk® is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud™ is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.
iDirect Government | November 05, 2020
iDirect Government (iDirectGov), a leading provider of satellite communications to the military and government, today announced that the Evolution® platform has been enhanced with information assurance (IA) and cybersecurity as a part of a multi-layered approach to security. Two main technology advancements in Evolution 18.104.22.168 include SHIELD, a security service for remotes, and Communication Signal Interference Removal (CSIR™), a real-time streaming technology to mitigate interference. These enhancements are fully integrated across iDirectGov’s 9-Series satellite modems. To address vulnerabilities in satellite modems, SHIELD provides periodic IA security updates for the 9-Series modems. These remote-side packages are created using the same capability that the Defense Information Systems Agency's (DISA’s) Assured Compliance Assessment Solution (ACAS) recognizes. When installed, SHIELD addresses vulnerabilities based on the Common Vulnerabilities and Exposures (CVE) and Nessus ID database on the satellite modem and delivers IA posture across the SATCOM network.
Oracle | October 14, 2020
Oracle Cloud Infrastructure (OCI) Government Cloud Services has obtained a Provisional Authority to Operate (P-ATO) from the FedRAMP Joint Authorization Board (JAB). The accreditation continues to demonstrate that OCI is a compliant, cost-effective, and highly-secure platform for our public sector customers' most critical workloads. The JAB is the primary governance and decision-making body for the Federal Risk and Authorization Management Program (FedRAMP), the government program that sets the standard for assessing, authorizing, and monitoring cloud systems' security. FedRAMP offers two types of authorizations: Agency ATO and JAB P-ATO. Having already achieved a FedRAMP High Agency ATO, Oracle's achievement of the FedRAMP High JAB P-ATO further assures agencies that the risk posture of the system has been reviewed and approved by leading technology officials. The accreditation can also reduce both time and cost for government customers to secure their own agency ATO.