Tag Archives: contact center

Avaya to Provide Cloud-Based Contact Center Tech for ‘NORAD Tracks Santa’ Program; Jerry Dotson Quoted

Jerry Dotson VP of Public Sector Avaya

Avaya will support the North American Aerospace Defense Command’s annual Tracks Santa program by deploying its cloud-based contact center platform designed to handle calls from the public. "The capability to create meaningful connections across a variety of platforms makes for happier customers and a happier holiday season. We are proud to serve so many, including the NORAD Tracks Santa program, and pleased that our technology continues to help spread cheer across the globe,” said Jerry Dotson, vice president of Avaya's public sector business.

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Deloitte, Cisco Help Agencies Automate Call Center Ops; Marc Mancher, Omar Tawakol Quoted

Marc Mancher Principal Deloitte Consulting

Deloitte and Cisco have offered next-generation contact center technologies to help agencies address the surge in demand for government services due to the COVID-19 pandemic. “Rethinking the customer experience and integrating automation and virtual assistants should be part of the long-term solution for every government," said Marc Mancher, principal at Deloitte Consulting.

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Maximus to Provide Contact Center Tech Under GSA Contract Vehicle; Bruce Caswell Quoted

Maximus has landed the first special item number under the General Services Administration‘s new contract vehicle for contact center technologies. The new IT 70 Automated Contact Center Solutions vehicle helps federal agencies access citizen engagement center technologies including artificial intelligence, chat bots, robotic process automation and voice recognition, the company …

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Unisys Integrates Virtual Help Desk, Cloud-Based Contact Center Platform

Unisys has partnered with NICE inContact to integrate a contact center center platform into a virtual help desk service designed for the digital workplace. NICE said Wednesday its CXone serves as the core omnichannel routing technology of Unisys’ InteliServe offering that provides intelligent, virtual customer support complementary to the expertise of live agents. CXone is designed to support communications …

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GSA Issues RFQ for White House’s Centers of Excellence

The General Services Administration has asked industry for quotations to provide staffing support for the White House’s proposed centers of excellence, Nextgov reported Thursday. The proposed CoEs will advance several technology programs such as information technology infrastructure optimization; cloud adoption; service delivery analytics; contact centers; and customer experience. GSA could award by …

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Avaya to Support NORAD Santa Tracking Program With Contact Center Tech; Jerry Dotson Comments

Avaya will deploy its contact center technology platform to support the North American Aerospace Defense Command’s annual Tracks Santa program that will kick off Dec. 24. The Avaya Customer Engagement platform works to help volunteers at the NORAD operations center at Peterson Air Force Base in Colorado track the flight of …

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General Dynamics Opens Contact Center Job Opportunities Through Census Bureau Contract

General Dynamics‘ information technology business has announced more than 40 job vacancies for bilingual customer service representatives and quality assurance specialists at a company-operated contact center in Imeson, Jacksonville, The Jax Daily Record reported Friday. The positions will support census questionnaire assistance services covered by a $430 million contract that General Dynamics Information …

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GSA Seeks Info on Support Sources for White House Innovation Office’s Centers of Excellence

The General Services Administration has asked information on potential vendors that can provide support services for the White House Office of American Innovation’s four proposed centers of excellence and its technology initiatives. A FedBizOpps notice posted Friday says GSA’s Federal Acquisition Service is interested in companies that can help COEs …

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Serco-Content Guru Alliance to Offer Contact Center Platform in Public Sector

Serco has partnered with Content Guru to provide a cloud-based multichannel contact center platform to government customers. The two companies will offer Content Guru’s storm communications integration platform to support contact between government agencies and citizens regardless of channel, Serco said Monday. Storm is designed to provide a single central system that integrates communications made …

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