Washington Metropolitan Area Transit Authority (WMATA)

advanced multimedia regional call center to provide personalized service for digital era citizens

Omni-channel Customer Contact Center


becky lewis

Senior Vice President,
Managed Support Services


(+1) 703 343 1044

Omni channel customer contact center

Key Information
Washington DC
Country / Region
The U.S., N. America
Washington Metropolitan Area Transit Authority (WMATA)
Services Provided
End-to-End Multimedia Call Center Design and Implementation
Continuous Support, Maintenance and Upgrades (7 Year Contract)
In 2014, ICS pioneered the introduction of cloud solutions for the SmarTrip Regional Customer Service Center (RCSC) – a first ever for WMATA’s RCSC.

For the next 7 years ICS successfully advanced cloud customer contact solutions for WMATA and built upon this foundation to deliver innovations comprising of inContact for the ACD and IVR, Salesforce Service cloud as the CRM, and Tableau for reporting and performance visualization. As a new entrant into the paradigm of cloud solutions-based customer contact, WMATA’s successes demonstrated a strong case study in the new paradigm of leading edge customer service models.

The ICS Call center technology has evolved over the past six years and Omni-channel modalities including online chat and social media have become the norm for how our customers are interfacing with call centers. ICS has continued with our innovation by introducing the Omni-Channel platform for the customers who comfortably use text, Facebook or online chat to communicate.

ICS understands that for customer contact the goal is to also reach those customers who prefer to call in to the RCSC or send an email. Our services supported customers who preferred to call 1-888-SMARTRIP and receive their SmarTrip card balance automatically. ICS services define the RCSC of the future and we are positioned to deliver the highest level of customer contact support rooted in the most advanced technology solutions for these overall services across both state and federal sectors.

ICS is very excited about our new approach to self-service for Metro riders. Our current ACD/IVR solution, inContact, includes new functionality that allows customers to call into the 1-888 number, and after a greeting, capture customer voice explanations detailing why they are calling and immediately routes customers to an agent with the skills necessary to handle their specific issue. Customers no longer have to follow an IVR tree and Press 1 for this or Press 2 for an alternative.


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