Customer care is in the midst of a major transition. A few months ago, we discussed the evolving role of collaboration tools in call centers across a wide range of industries. And indeed, it’s still a hot topic. The consumer trend toward using web, social media, email, and other non-telephone forms of communication as the first means of contacting customer service shows no sign of abating.
There has never been a more crucial time for government agencies to harness the power of Unified Communications and Collaboration (UC&C). Ever-shrinking budgets and strict government mandates require efficient, flexible, and effective solutions that maximize return on investment. And of course, the need for secure technology is especially important for federal government agencies.