IntroductionThe public sector is the fastest growing global contact center vertical market.
Yet, the public sector is a difficult market to address due to budget constraints and the preference to engage with experienced public sector vendors.
This brief explores and provides strategic and tactical initiatives to guide vendors in this evolving market.ScopeEfficiency does not have to be compromised by budget constraints.Profiling different public sector authorities is crucial in targeting appropriately.Pricing and purchasing strategies need to be modified as agencies are not seen as profit centers.HighlightsDespite contact centers being seen as a means to improve constituent services, the public sector is not known for delivering solutions that are easy to use and simple to understand.
The public sector needs to learn from the private sector so that their contact centers can provide a better service to their constituents.The allocated amount for contact centers will not be consistent with all public sector organizations.
What is consistent is the importance of the contact center in reaching constituents and promoting 'open-government'.
Understanding the different layers of government is a good basis for defining and classifying a vendor's target audience.Reasons to PurchaseUnderstand how implementing the right technologies will drive effectiveness and deliver efficiency.Recognize how governments' contact centers do not have to be confined to traditional telephony services to communicate with constituents.Identify the key attributes vendors need to highlight to attract authorities' attention.