social media handled in call centers

Call center platform gets FedRAMP approval

As citizens come to expect better services delivery across multiple communication channels, government customer service gets increasingly complex. To help agencies better manage their call-center operations, NICE inContact announced its Customer Interaction Cloud platform was recently authorized by the Federal Risk and Authorization Management Program.  The company worked with the U.S. Army Medical Command to achieve the certification.

Through NICE inContact’s intelligent omnichannel routing capabilities, agencies will be able to connect to users across multiple channels such as voice, email, texting and social media. Besides giving government contact centers the ability to easily add and manage channels and stay up-to-date with software upgrades,  the software-as-a-service solution can also provide elasticity into the call center process, which can be particularly helpful during times when agencies experience higher than normal call volumes (such as tax day at the Internal Revenue Service).

“Our entire platform is built around customer-experience interactions,” Jeff Canter, senior vice president of services at NICE inContact, told GCN. “It is based around efficiency when it comes to routing calls, emails or chats in any interaction to get you to the right representative in government.”

NICE inContact also offers solutions for workforce optimization and analytics to improve the call center platform experience.  Canter said the company is in the process of getting FedRAMP authorization for these services as well.

About the Author

Sara Friedman is a reporter/producer for GCN, covering cloud, cybersecurity and a wide range of other public-sector IT topics.

Before joining GCN, Friedman was a reporter for Gambling Compliance, where she covered state issues related to casinos, lotteries and fantasy sports. She has also written for Communications Daily and Washington Internet Daily on state telecom and cloud computing. Friedman is a graduate of Ithaca College, where she studied journalism, politics and international communications.

Friedman can be contacted at or follow her on Twitter @SaraEFriedman.

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