Contact Center Services

FirstContact: Partners

Through the FirstContact contract vehicle, your agency can choose among five pre-qualified contact center companies with the skills and experience to meet your contact management needs.

Why we selected them:

• Understanding of contact management services and the information technology that must be put in place to support it
• Reputations in the federal and commercial marketplaces for commitments to quality and excellence
• Expertise in developing scalable solutions
• Cost-effective solutions

CSC-Datatrac is a proven contact center solutions provider, focusing on the unique requirements and complex citizen-centric services of federal government agencies. In December of 2006, Datatrac was acquired by CSC North American Public Sector and is now a wholly owned business unit of CSC. CSC-Datatrac's multi-channel contact centers have the capability to process inquiries via phone, IVR, TDD/TTY, email, fax, and web chat and offer 24/7 operations. CSC-Datatrac's contact centers are designed using proven start-up and transition processes, ensuring continuous reliable service to the country's constituents. CSC-Datatrac contact center clientele includes the Department of Labor, Federal Bureau of Investigation, U.S. Citizenship and Immigration Services, Treasury Department Office of the Comptroller of the Currency, and Health and Human Services Program Support Center (PSC).
» CSC-Datatrac website

 

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The ICT Group, Inc. is a leading global provider of customer management and business processing services. ICT provides a comprehensive mix of customer service, technical support, market research, as well as technology focused solutions that include: email management, web chat/collaboration, and an industry leading interactive voice response (IVR) system with advanced speech recognition. ICT brings over 20 year's experience providing commercial best practices and ISO certified contact center processes. ICT has an existing infrastructure of 44 contact centers providing multi-lingual support. We can partner with an organization either in a complete turnkey outsourcing manner, a co-sourcing environment, or in a hosted solution.
» ICT Group website

Lockheed Martin Aspen Systems has the tools, technology, and managerial processes necessary to operate large contact centers that operate 24x7 and annually handle millions of inquiries via phone, e-mail, and the Web as well as small contact centers that serve specific audiences. Our government-sponsored contact centers are operated by expertly trained staff who use the latest CRM technologies to deliver high-quality, accurate and timely responses to customers. We are particularly adept at managing sudden, unplanned surges in call volumes by applying workforce management tools, industry best practices, and a stand-ready pool of additional agents to meet unexpected demands.
» Lockheed Martin Aspen Systems website

 

TeleTech Government Solutions, LLC , is a wholly owned subsidiary of TeleTech Holdings, Inc., a leading global provider of customer management and business process outsourcing, with operations across four continents supporting 23 languages. TeleTech Government Solutions delivers multi-channel contact center and business processing outsourcing solutions to federal and state agencies with local offices in Northern Virginia. Capabilities include inbound, outbound, IVR, self-help web, and other services. Agencies may maintain their own in-house staff by leveraging TeleTech On Demand, a powerful suite of turnkey interaction and transaction technologies and services, or request custom solutions to meet specific requirements.
» TeleTech Government Solutions

Vangent, Inc. brings more than 44 years of government experience and 21 years of contact center experience managing multi-channel, multi-lingual citizen services, data management, eLearning, training and eFiling/eGrants for federal agencies. We are committed to a partnership approach which creates tailored, seamless solutions that embrace our clients’ vision, support their mission, and put the customer first. We demonstrate leadership and innovation through a performance-based model that reduces costs, mitigates risks and encourages superior results. Those results include a history of long-term, collaborative relationships and achievement of the highest customer satisfaction ratings ever attained by a government agency contact center.
» Vangent

 

Note: Links to vendor sites are provided for information purposes only. We do not take responsibility for the content or privacy policies of these sites.

 

» Contact us, if you have any questions or need additional information about FirstContact.