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The Future of Government Digital Contact Centers
Turning government digital contact centers into an experience hub, not a cost center
Government contact centers can and should aim to create the best possible outcomes for their customers, agents, and the agency itself. This will require a deep understanding of user needs and making appropriate use of digital technologies. With an experienced team of professionals, Deloitte Digital Contact Centers (DCC) offers a pioneering approach to reinventing the government customer experience, moving beyond traditional call center paradigms. Our mission is clear: We aim to enhance your engagement with your customers. By integrating advanced Automation and GenAI Consulting, we empower smart government contact centers to produce the best possible outcomes for their customers, agents, and the agency at large. With the support of the Digital Contact Centers (DCC) team, you can transform your government contact center from a mere cost center into a dynamic experience hub.
What we do
At our Digital Contact Center Practice, we specialize in elevating the efficiency and effectiveness of government contact centers through a comprehensive range of services tailored to the unique needs of the public sector. Our offerings encompass Automation and GenAI Consulting, Technology Implementation, Strategic Assessments, and complete contact center operations, ensuring a holistic approach to modernizing client interactions.
Smart Contact Center Solutions
Our expert teams provide the strategy, engineering, tech implementations to power your contact center with these solutions.
Why Deloitte?
The Digital Contact Centers practice brings extensive experience delivering and managing contact centers for partners at the federal and state governments, having built more than 20 digital contact centers. We bring leading practices in evolving government digital contact centers into customer-centric entities that maximize efficiency and effectiveness while remaining focused on the client’s mission and customer satisfaction. From strategy to implementation to operations, we help transform public service delivery managing end-to-end implementation and operations of your government and public-sector contact center needs.
Inside a Deloitte digital contact center
We can launch our client’s contact center into operation expediently to meet your customers’ needs. With systems built alongside our industry-leading partners, we leverage automation for efficient and enhanced experiences and design interfaces while keeping customer experience in mind. Leading with an innovate approach to contact centers and a wide range of experience, our adaptable teams and resources can enable your operation to withstand any challenge.
Where we have servedAcross the US, we have deployed and managed world-class contact centers for our Federal, State, and Higher Education clients, continually exceeding our clients’ expectations with the breadth, depth and quality of our work.
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Our Impact
#1
in strategies and capabilities
-DC Marketscape analysis
10-Day
full-service implementation capability
30M+
Customer calls handled
37
State & Federal Agencies
Our stories
When crisis hits, communication comes first
A crisis demands communication – fast. Front-line call center interactions can be a vital source of information about the challenges people might be experiencing because of the crisis. Read more on how government can quickly establish a contact center in times of need.
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