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San Francisco, CA, USA, Oct 4, 2021 -- Talkdesk Inc., a global customer experience provider 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

"The pandemic and recent disaster relief efforts placed added pressure on state and local government agencies, which were already burdened by disparate, legacy systems," said John Bastin, vice president, industry strategy - public sector, Talkdesk. "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."

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.

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Tuesday, October 5, 2021