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You are here: Home / Government Contracting News / GSA introducing options to help automate agency contact centers

October 2, 2018 By AMK

GSA introducing options to help automate agency contact centers

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/

Filed Under: Government Contracting News Tagged With: Federal Supply Schedule, FSS, GSA, GSA Schedule

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