Steve Nguyen
Senior Vice President & General Manager, Public Sector, Genesys
The U.S. government daily interacts with millions, delivering essential services that significantly impact people’s lives. From claiming benefits to renewing driver’s licenses, each interaction across federal, state and education levels offers an opportunity to build trust with Americans.
However, many of these interactions currently lead to unsatisfactory customer experiences because of various issues. These include people having to repeat information multiple times and experiencing dropped calls after long waits to speak with an agent.
As the U.S. population increasingly uses various channels like voice, text and online to interact with the government, Steve Nguyen is focused on helping the government implement solutions that genuinely elevate the customer experience. A key approach is for the government to use artificial intelligence proactively, informing citizens about available services or upcoming needs such as renewals, to simplify and personalize their experience.
“Driving engagement between the American people and the Government is a core mission at Genesys,” said David Rahm, Genesys senior vice president of sales. “Our solutions are primed to support this and with the team Steve has built and his leadership, we will continue to drive digital innovation to the Government.”
Why Watch
Nguyen and the Genesys Public Sector team collaborate with federal, state, local and education institutions, continuing their mission to digitize, automate and predict interactions between customers and the government. The team offers contact center-as-a-service as a tool for the U.S. government, aimed at enhancing how it engages with customers across all communication channels.
“I’m proud of the Genesys Public Sector team that consists of seasoned veterans, with decades of experience, that spend every day making life better for the people living in our great nation,” Nguyen said. “Every day I hear stories of how our team helps with so many different services from the Departments of Motor Vehicles to the Departments of Health and Human Services and it motivates me to continually push to find new innovative ways to encourage growth not just on my team but across the government agencies we support.”