Summary

Automatic Call Distribution ACD, Avaya, BPO, automation, Call Center, Call Recording, Chatbot, Cisco, Genesys, Intelligent Call Routing, Interactive Voice Recognition IVR, IVR, KPI, Machine Learning, RPA, NICE inContact, hotline, FedRAMP, Quality Management, Reporting Analytics Surveys, Self Service, Service Delivery, Workflow Routing, Workforce Management WFM, covid

Description

Connect Centric specializes in helping our federal agency customers deploy new or improve existing contact centers through comprehensive support services including design, deployment, operation, and maintenance. We have successfully supported both defense (DISA, Army, Navy, etc.) and civilian (FDA, IRS, GSA, etc.) agencies since 2013. We empower federal agencies to create contact centers that are human centered, delivering an efficient and intuitive customer experience; powerfully simple for anyone to use; seamlessly connected to both legacy and cloud-based platforms like Salesforce, ServiceNow, Oracle, and Microsoft; endlessly adaptable, to meet known and unknown needs; Enterprise Class, with a focus on scalability, reliability and security; and actively intelligent through the use of artificial intelligence (AI).

Special details

Connect Centric has proven experience helping our federal agency customers get up and running quickly with new or enhanced contact center platforms. In early 2020 we helped the FDA establish a new, production-level contact center within 24 hours. Using omnichannel methodologies, we deliver solutions that support voice, email, web chat, video call, social media, SMS, CRM, and other channels. We provide a blend of deep industry knowledge and functional expertise to ensure the proposed solutions and identified requirements are realized. At the end of every engagement, our customer is equipped with the tools and direction necessary to accomplish their mission. We offer technology and strategic solutions to meet our customers' unique needs, including migrating on-premises contact centers to FedRAMP certified, cloud-based platforms, as well as providing process and workforce improvements.

Profile

  • Incorporated in
    Virginia
  • Established since
    2002
  • Main/Branch
    Branch

Address

Contact