Workforce Optimization Featured Article

FedRAMP Sponsors First Cloud Contact Center Solution for Government

June 15, 2017

If any organization required a boost in efficiency, it’s the United States government. Have to love the wheels of progress, and the fast and furious pace of bureaucracy.  Unlike much of what’s wrong with our current political system and climate, this cannot be blamed on Donald Trump. There’s no quick fix for the political divide is this nation, but for government contact centers thankfully there is.

Today, NICE inContact announced that it is the first cloud contact center provider to garner sponsorship for the Federal Risk and Authorization Management Program (FedRAMP).

The government-wide program that standardizes authorization, security assessment, in addition to cloud products and services, is the result of the Department of Homeland Security (DHS), National Security Agency (News - Alert) (NSA), Department of Defense (DOD) and other government organizations working with cloud and cybersecurity experts. By garnering sponsorship, NICE inContact is taking its first step toward entering the FedRAMP marketplace.

“The FedRAMP certification process is extremely rigorous, as the government sets the bar high on cloud security,” said Paul Jarman, CEO at inContact. “With the barrier for entry so high, federal agencies haven’t had access to cloud contact center software that can significantly enhance their customer service operations and reduce costs. We also take security very seriously at inContact, and are excited to fill this need, enabling more efficient customer service for federal agencies.”

As a result of inContact’s FedRAMP Authorization to Operate (ATO), federal agencies can begin utilizing inContact’s cloud contact center technology. The ATO and partnership signal a new era for government contact centers, as, due to strict regulations and requirements, the selection of contact center and workforce optimization solutions has long been quite limited.

Now, modernization is an option. Migrating on-premises to the cloud, to gain the agility, reliability, scalability and cost-effectiveness instantly adds value to a contact center. And, as part of this effort, inContact is making strides to add increased security features, such as external authentication.

In the media, we tend to poke politicians and government at a somewhat alarming rate. Fortunately for government agencies, less so for the peanut gallery, those days of cracking bureaucracy jokes may soon be coming to an end. Nice job inContact, at least we know contact center operations are continuing to churn the gears of government.

Edited by Alicia Young
Article comments powered by Disqus