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.
