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)
Call Center SolutionsDownload Catalog

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
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Industry Insights

InContact - Square
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ServiceNow
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CLIENT SOLUTIONS

At a Glance

DHA-900

Centralized Service Center for 3 Data Centers

Full ITIL v3 ITSM service desk tier 2 and 3 support services to conduct technical analysis, rapidly resolve insidenets, and proactively plan changes
metro-900

Multimedia Regional Customer Call Center

From routine troubleshooting to complex requiring an interface with client applications and databases.
ATF-900

WAN Helpdesk Operations

7/24 networks problems troubleshooting and and tracking of all incoming calls and emails.
Maryland

Customized Integrated Solutions

Multiple channel interactions including live call, emails, chats, and online requests directed from the client’s website.
fbi

FBI 24x6x365 Support Service Desk

Networks, security and applications, VPN administration, configuration, firewall maintenance, and management.