Service Center / Call Center
End-to-End Customer Interaction Solutions Utilizing the Latest in Cloud-Based Technology
Scalable, portable, reliable, and flexible cloud-based services
ICS designs and engineers helpdesk and call center solutions utilizing the latest in cloud-based services. These cloud services are secure, scalable, portable, reliable, and flexible. Our services can be accessed from anywhere in the world with an internet connection, a laptop, and a headset. We also specialize in providing a range of CRM implementation services including targeted case tracking to augment customer engagements.
Over 20 Years of Experience
Turnkey Call Center and Help Desk Solutions
Customer Self-Service Portals
Integration of AI, Analytics and Automation
Clients Include: WMATA, ATF, FBI, DHA
Key Partners: inContact (ACD/IVR), Salesforce (CRM), Tableau (Reporting), Dell (Hardware), BMC (Remedy), ServiceNow (CRM), Oracle RightNow (CRM)
Omni-channel Cloud based solution engineering
ICS has been supporting federal agencies and transit system authorities in multiple disciplines, including technical helpdesks and technologically advanced call centers. We merge our capabilities in Artificial Intelligence (AI) and Intelligent Automation in the Cloud to provide integrated solutions that prevent operational interruptions, optimize engagements and enhance the overall customer experience.
Key Areas of Expertise:
- IVR Integration
- Virtual CRM
- Call Center Modernization
- Call Center Design
- Real-Time Performance Analytics
For continous operations
In addition to running an efficient internal helpdesk at ICS headquarters, ICS engineers and supports technical helpdesks for several of its clients in the Washington, D.C. area. For example, we are providing 24x7x365 network, security, and application delivery support to Federal agency, including VPN administration, configuration, firewall maintenance, and management services across all agency’s enclaves. We also implemented a centralized service center to support the mission of three data centers with migrating and creating environments required to support development, sustainment, and testing activities for DHA. We provide full ITIL v3 ITSM service desk Tier 2 and 3 support services to conduct technical analysis, rapidly resolve incidents, and proactively plan changes to support integrated functionality, security, and vendor and enterprise requirements.