Contact Centers have become a key ingredient for delivering effective customer service but, until recently, they had mainly been seen as the preserve of larger organisations. Today, however, with the growing adoption of cloud solutions for key business solutions and communications, hosted Contact Centers have become a newly viable option for SMEs.
The efficient delivery of public services is a key issue for many local authorities. They need to ensure the widest possible engagement, while delivering the care and service that their citizens expect. e-Government initiatives are helping to increase engagement, but even while these are taking off, direct communications with citizens remains essential.