Tag Archives: contact center

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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Gary Davis on HighPoint Global’s Citizen Experience Programs for Agencies & Professional Services Expansion Efforts

Gary Davis oversees HighPoint Global‘s efforts to expand in the government information technology services market with a particular focus on federal healthcare agencies as a senior vice president of business development for the company. The 35-year federal sector veteran joined HighPoint in July 2015 after 28 years at Anthem, where his …

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Avaya Completes Contact Center Project for Indian Police Force

Avaya has completed a project that is designed to help manage emergency calls, connectivity technologies and responses for the police force of Uttar Pradesh, India. The company said Thursday its team launched a centralized contact center in Lucknow, Uttar Pradesh that works to support approximately 600 calls at a time as part of the UP 100 project. Avaya added …

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Avaya to Provide Contact Center Tech for NORAD Santa Hotline

Avaya will provide its contact center technology for the North American Aerospace Defense Command‘s Santa hotline. The communications services company said Thursday volunteers will use the Avaya Customer Engagement platform to answer children’s calls to the NORAD Tracks Santa hotline. “Avaya Government Solutions is pleased to help the North American Aerospace Defense …

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