BROADCASTS.com

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Ten years ago, there was no texting, web chat, smartphone apps, social media, and very little e-mail. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two years. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. There is a need for an omnichannel capability to provide the best customer journey and experience possible.