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.
Quick Insights
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)
Industry Insights
Call Centers
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
Help Desk
For continous operations
In addition to running an efficient internal helpdesk at ICS headquarters, ICS supports technical helpdesks for several of its clients in the Washington, D.C. area. Helpdesk services have become a solid business offering for our federal clients. For the FBI, ICS is supporting a 24x7x365 network, security, and application delivery support services desk. Some key elements being handled by this helpdesk are VPN administration, configuration, firewall maintenance, and management services across all FBI enclaves. For the past ten years at the ATF, ICS network engineers have run the WAN helpdesk during the business hours of 7:00am – 7:00pm and remain on call 24x7 to troubleshoot network problems outside of business hours. Our helpdesk engineers utilize BMC Remedy for troubleshooting and tracking of all incoming calls and emails
Industry Insights
CLIENT SOLUTIONS
At a Glance
Centralized Service Center for 3 Data Centers
Multimedia Regional Customer Call Center
WAN Helpdesk Operations
Customized Integrated Solutions
