Come the new fiscal year, agencies will have access to a set of automated contact center technologies and services through a new special item number on the General Services Administration’s IT Schedule 70.
The Automated Contact Center Solutions SIN—numbered 132-20—“provides a deep pool of pre-vetted vendors with a diverse set of contact center solutions,” according to a notice on GSA’s Interact site.
The special category will include vendors offering the latest in automation technology, including artificial intelligence, chatbots, voice and speech recognition, text-to-speech and more.
Managing citizen engagement through the various lines of contact—phone, email, web portals and in-person meetings—if a difficult task. GSA’s own Federal Acquisition Service receives close to 1 million calls a year, according to CenturyLink, which holds a $1.3 million contract to manage the service’s contact center.
Keep reading this article at: https://www.nextgov.com/it-modernization/2018/09/gsa-introducing-options-help-automate-agency-contact-centers/151325/
