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As Demand Surges, Deloitte and Cisco Help Governments Reimagine Contact Centers

New Offering Helps Government Respond to Pandemic-fueled Spikes in Demand While Also Digitizing for the Future.

WASHINGTON, Nov. 12, 2020 — Governments are facing increased demand for services, reduced budgets and a limited workforce. Deloitte and Cisco are helping them meet that demand through next-generation call centers that blend artificial intelligence, machine learning and natural language processing to help governments better deliver services to citizens and automate thousands of hours of workload for overburdened call centers. In just the past six months state governments have handled three times the volume of financial assistance applications as during the entire Great Recession, and more intense hurricane and fire seasons will further strain the federal and state centers their citizens rely on.

“This is not just a strategy to deal with the increased demand for services brought on by the pandemic,” said Marc Mancher, principal at Deloitte Consulting LLP. “Rethinking the customer experience and integrating automation and virtual assistants should be part of the long-term solution for every government. It is a critical tool in governments’ efforts to meet the pressures of changing demographics and reduced budgets, retain and maximize satisfaction and productivity of their workforce, and ultimately build trust with the public by improving their experience with services.”

Cisco’s leading-edge contact center technology and customer journey expertise powers over 3 million agents across 30,000 enterprises globally. Since May, Deloitte has helped government contact centers implement technologies to meet unprecedented surges in volume and address staffing needs. In the past four months, these contact centers have handled over 5 million public inquiries about public services to help families and businesses weather the pandemic.

“Governments can use this crisis to leapfrog from high-touch, in-person citizen services to fully digitized and highly automated experiences,” said Omar Tawakol, VP and GM, Contact Center Group, Cisco. “This is where we need to go to make it a convenient and satisfying experience for citizens, while also keeping ahead of the volume.”

About Deloitte
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including nearly 90% of the Fortune 500® and more than 7,000 private companies. Our people work across the industry sectors that drive and shape today’s marketplace — delivering measurable and lasting results that help reinforce public trust in our capital markets, inspire clients to see challenges as opportunities to transform and thrive, and help lead the way toward a stronger economy and a healthy society. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that are most important to them. Now celebrating 175 years of service, our network of member firms spans more than 150 countries and territories. Learn how Deloitte’s more than 330,000 people worldwide make an impact that matters at

Media contact:

Karen Walsh
Public Relations
Government and Public Services (Local, State and Federal)
+1 717 982 8194

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