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The Future of Federal Call Centers: From Phone Trees to Trusted Conversations
Thunder CEO Carter Wigell explores how emotionally intelligent AI voice, Salesforce Agentforce Voice, and Amazon Connect are reshaping the future of federal customer service through proactive, trusted, and scalable citizen engagement.
The Future of Federal Call Centers: 5 Myths and a Modern Model to Dispel Them
Federal agencies face growing pressure to modernize call centers—but legacy procurement models often stand in the way. This post debunks five common myths about bundled contracts and outlines a modern, SaaS-driven approach that improves customer experience, increases transparency, and accelerates innovation.
CCaaS: The Contact Center Just Changed—Here’s What That Means for You
How Salesforce Agentforce is transforming contact centers into AI-powered, CRM-native experience engines with CCaaS.
Why AI Agents Alone Won’t Drive Business Value (And What Will)
AI agents only deliver real business impact when powered by unified data, strong integrations, and trusted governance.
Thunder Is Now Working Hand-in-Hand With Government Agencies to Drive Mission Success
Carter Wigell on how Thunder is partnering with federal agencies to accelerate AI-driven mission transformation.
The Future of Federal Call Centers: Decoupling Technology and Operations
In part two of our federal modernization series, we explain why decoupling call center technology from operations is the key to agility, cost control, and mission continuity.
The Salesforce Partner Ecosystem Is Consolidating. Here’s What That Means for Customers.
What Salesforce ecosystem consolidation means for customers — and choosing the right partner.
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