TrueServe for Government: Public Sector Digital Contact Center

Citizens expect responsive, efficient service from government agencies across multiple channels. TrueServe for Government provides a digital contact center solution that combines conversational AI, intelligent routing, and real-time analytics to meet growing service demands. The platform enables self-service through virtual agents while empowering live agents with next-best-action guidance and interaction insights.

Built with government-specific accelerators, TrueServe includes skills-based routing, guided agent workflows, and compliance monitoring capabilities. The centralized admin console provides unified management of users, operations, and services across departments. Advanced analytics deliver workforce engagement insights and post-call analysis to optimize performance and identify improvement opportunities.

Deloitte brings demonstrated contact center transformation experience with thoughtful channel design, pre-built government use cases, and full technology stack integration. Our implementation approach focuses on contact prevention, efficient handling, and enhanced citizen experience while providing ongoing optimization support to maximize return on investment.

Deloitte's TrueServe bundles AWS Contact Center Intelligence solutions to deliver smarter constituent experiences, improve agent productivity, and strengthen public trust. The solution can be flexibly added to existing operations or included as part of a multi-stage cloud transformation journey with training and certification programs for government employees.

Learn more: https://www.deloitte.com/us/en/about/press-room/deloitte-and-aws-collaborate-to-enhance-government-contact-centers.html 

Video: https://www.youtube.com/watch?v=CHIdJQnbkg4