A new number is automated to Contact Center Services with the IT Schedule 70 refreshing.
With the new fiscal year coming soon, agencies will access to a set of automated contact centre technologies and services by using new item number on the General Services Administration’s IT Schedule 70. The new Automated Contact Center Solutions SIN is numbered 132-20 which provides a deep pool to pre-vetted vendors will help the diverse set of contact centre solutions, says a notice on GSA’s Interact site.
The special category is restricted to the vendors offering the latest automation technology that includes artificial intelligence, chatbots, voice and speech recognition, text-to-speech and managing citizen engagement through the various lines of contact through phone, email, web portals and in-person meetings. Even if it is a difficult task GSA’s own Federal Acquisition Service will receive close to 1 million calls a year-CenturyLink, holding a $1.3 million contract to help manage the service’s contact centre. With the Internal Revenue Service fields calling some 116 million taxpayers a year, this will cost the agency approximately $41 per call and In-person visits cost the IRS about $67 per visit.
Michael Lin, IRS chief of user experience and design, states in a Government Executive event that One of their main goals for digital transformation is to identify high-volume, low-complexity tasks and move them from traditional channels like the phone line or in person and move them online which includes massive savings.
The administration’s IT modernization has noticed the need for establishing contact centres as one of five priority areas for the White House’s IT Modernization Centers of Excellence. Later, contact centre modernization will lead to cloud adoption, infrastructure optimization, customer experience and data analytics.
• GSA has been working on the SIN for almost since a year and intends to officially establish the category on Oct. 1.
• The new Automated Contact Center Solutions SIN is numbered 132-20 which provides a deep pool to pre-vetted vendors will help the diverse set of contact centre solutions
• $1.3 million contracts to help manage the service’s contact centre