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When TSA needed to reschedule tens of thousands of screeners overnight during COVID, Kevin Lawson's team delivered a solution in 27 days — because they'd already spent two years building the right foundation. He explains why platform commitment, not just buying commercial software, is what drives real federal digital transformation.

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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.

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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.

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How Salesforce Agentforce is transforming contact centers into AI-powered, CRM-native experience engines with CCaaS.

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AI agents only deliver real business impact when powered by unified data, strong integrations, and trusted governance.

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Carter Wigell on how Thunder is partnering with federal agencies to accelerate AI-driven mission transformation.

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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.

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What Salesforce ecosystem consolidation means for customers — and choosing the right partner.

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Learn what actually separates companies that win with revenue transformation from those that stall out.