Exceptional customer experiences, designed for the Public Sector.

Achieve the personalized experience to both citizens and your workforce combined with the operational efficiency your agency demands. Welcome to Virtual Contact Center (VCC) for Government.

Read the fact sheet NICE inContact CXone Authorized to Operate in FedRAMP Marketplace

Virtual Contact Center for Government. A high performance contact center.

  • In today’s world, customer experience and enablement are key. Customers are used to doing things on their terms, based on their needs, history, and preferred channels of communication. With VCC for Government, contact center agents can easily deliver tailored experiences and individual solutions.

  • Personalized

    • Multichannel Contact
      Let customers reach out to you through the channel that works for them—phone, email, chat, or SMS — and provide them the option to leave a voicemail, wait for an agent, or request a call-back.
    • Individual Recognition
      The VCC for Government identifies users across channels—whether citizens, workforce, or employees—to put them in touch with the right agent.
    • Tailored Responses
      With customers’ information at hand, agents can quickly provide relevant answers or resources and increase first-call resolution.

  • Fluid, reliable, cross-channel connections are the new standard in communications. VCC for Government can automatically route citizens or government employees to the right agent or method of service across channels, smoothing potential obstacles that could hinder or derail the resolution of their needs.

  • Seamless

    • Interactive Voice Response (IVR)
      Customize call flows and automated voice menus help callers self-direct verbally or via keypad to agents or pre-recorded messages, for fast resolution.
    • Streamlined Routing
      Automatic Contact Distributor instantly queues and allocates calls, and scripting tools help unify routing rules across channels and agents.
    • Reliable Accessibility
      VCC for Government offers an uptime SLA of 99.9% for select service components* and geographic redundancy.

    * Service components include reporting, database connections for smart routing, core interaction routing system, agent station/interface. Long distance and local loops excluded. Terms, conditions & exclusions apply; see your VZ account manager for details.

  • The federal government faces a unique set of security challenges, but Verizon has a long legacy of serving the government and protecting personal data and privacy. In fact, the rigorous security of VCC for Government earned it FedRAMP Authorized**, a universal standard for government cloud-based applications.

  • Secure

    • Designed for Government
      Dedicated infrastructure is designed for US agencies and standardized FedRAMP security parameters.
    • Data Protection
      FIPS 140-2-compliant, end-to-end data encryption as well as user role configurations helps personal and agency data stay protected.
    • Reviews and Audits
      FedRAMP authorization means regular third party audits, continuous scanning for vulnerabilities, and monthly security reviews.

    **Verizon’s Virtual Contact Center for Government is built on the NICE inContact FedRAMP Authorized CXone Customer Experience Platform.

  • Rapidly scale up, down, or across departments with flexible technology to meet the needs of contact center teams of any size. Meanwhile, gain insight from present performance with interactive reporting that helps guide more agile resource-planning and decision-making.

  • Adaptive

    • Informed Decisions
      Standard or custom, historical or current, the VCC for Government analytics provide direct data access that informs changes at any level.
    • On-demand Scalability
      Our pay-per-seat structure allows you to quickly and affordably deploy the services or capabilities that fit what you need.
    • Call Volume Management
      VCC for Government manages call volume spikes, so you can effortlessly adapt to national events or fluctuating seasonal demands.

  • Armed with the right user data, reliable engagement tools, and performance feedback, call center agents can more effectively reach citizens or federal employees and respond to their dynamic needs, driving to greater productivity and user satisfaction.

  • Effective

    • Agent Engagement
      Access to the latest technology and tools helps you attract and retain talented local or remote agents who align with your agency’s mission.
    • Quality Control
      Call monitoring and recording lets supervisors easily oversee quality, making it clear where agents are excelling or could use guidance.
    • Performance Insight
      Encourage continuous self-improvement through the agent performance dashboard, which lets agents see customer feedback.

  • VCC for Government has the tools to improve efficiency by automating time-consuming processes, enabling working remotely, evenly distributing workloads to avoid agent burnout, and limit upfront costs and control operational expenditures.

  • Efficient

    • Seamless Implementation
      Integrate with existing customer support systems, HR systems, and contact center infrastructure with our APIs; or build it independently.
    • Agent Productivity
      With call volume automation and user recognition, you can empower your agents to reduce call-handling times and increase first-call resolution.
    • Consolidate Platforms
      Multiple disparate platforms can be combined in a central cloud based platform regardless of how many locations or agents your agency has.

Create seamless connections across channels and deliver more personalized experiences that citizens expect.

  • Omnichannel Routing

    Seamlessly routes voice, email, chat, text/SMS, or extensible work items to qualified agents.

    Read the guidelines

  • Interactive Voice Response (IVR) and Advanced Chat

    Automated customer interactive solution that helps facilitate self-service and basic information freeing up agents to handle more complex requests requiring call or chat routing.

    Read the guidelines

  • Agent Interface

    Dynamic agent interface streamlines your contact center actions - handle multiple contacts from multiple channels, collaborate with team members and execute faster consults, conferences and transfers.

    Read More

  • Reporting

    Real-time dashboards monitor call center performance providing actionable data to better service customers and balance agent workloads.

    Read More

Secure, scalable, and effective.


Virtual Contact Center for Government helps your agency mitigate risks and allows you to deploy agents quickly and securely on a FedRAMP Authorized platform**. We understand that simply removing existing legacy systems that no longer meet your agency missions is a non-starter — it's expensive and time consuming.

With Virtual Contact Center for Government, it's possible to use what you have and gracefully sunset systems with a service approach. Your agency can scale up and down to meet seasonal spikes or events that can drive contact to your centers.

With a FedRAMP Authorized platform**, you have confidence it meets government security directives, and pay-as-you-go helps you control costs. VCC for Government is based on the NICE+inContact CXone cloud, which is FedRAMP Authorized at the Moderate impact level.

Security Keyhole Dedicated deployments
Dedicated infrastructure for U.S. government customers or entities requiring the additional security benefits of a FedRAMP Authorized** platform. 		Government Government-defined architecture
Architecture based on FedRAMP security requirements; government defined requirements for resolving security events.
Constant Monitoring Constant monitoring
Continuous 24x7 scanning against a database of current global security vulnerabilities by Alert Logic. 		Encryption End-to-end encryption
FIPS 140-2 compliant encryption used for all data traffic and data at rest provides end-to-end encryption.
App-based policy App-based policy enforcement and management
Configurations and user roles set on a per-app level; policies that follow users as they roam the network; customization, management and enforcement of usage features.		 Audits Built-in security reviews and audits
Regularly audited by an independent FedRAMP third party assessment organization; mobility reviews of security posture with sponsoring agency.
FedRAMP

Why Virtual Contact Center for Government

We provide integrated solution support with the right expertise and consultative approach to customizing platforms to fit your agency's mission and requirements. Bottom line—we provide you with single accountability—one Verizon team with consultants, engineers, and support resources.

  • 20+ years of hosted contact center experience.
  • 200+ professional services consultants.
  • Broad portfolio and scale to support your global business.
  • Verizon named inContact Top Carrier Award in 2016.

Single Accountability

Government Contracts

One Federal Help Desk

One Account Team

Total Solution Support

Solution Expertise

Consultative Approach

Certified Engineers & Project Management

Operations Engagement Manager

Customizable Approach & Platforms

Solution Provider

Global Scale & Delivery

Industry Innovation

Complete Broad Solution Portfolio

Vendor Consolidation

Design a continuous experience

While contact centers, collaboration, and mobile technologies can provide the means to delivering an integrated omnichannel customer experience, no amount of technology can create a great experience without a firm understanding of who your customers are and what they need. Whether they are citizens or your internal agency workforce, our Customer Experience Design (CXD) practitioners are experts in analyzing Voice of the Customer (VOC) and in Design Thinking methods that help you address those customer needs at every stage of the journey, building loyalty and creating the business outcomes you need.

Understand the CX        

Voice of the Customer
Customer understanding and insights
Journey or experience mapping
Moments of truth
Personas

Innovate for Impact

Organize customer engagement
Connected customer experience
Frictionless service model
Customer identification

Measurable Value

Building a case for change
Incremental investment roadmap
Risk mitigation
Predictive behavioral analysis

Explore our process and agency outcomes

Value Added Services from Verizon

Verizon provides you with a world-class platform from NICE+ inContact and surrounds it with traditional services the public sector has enjoyed.

  • Professional Services

    Verizon provides an end-to-end portfolio of professional services to help you create better experiences, drive measurable results, and mitigate security risks for your agency.

    Learn more

  • Contact Center Network Services

    Whether it's the beginning of your digital transformation campaign integrating voice and data, orchestrating emerging technologies like SDN, or utilizing SBC as a service, your CX journey starts with a fast, intelligent, and secure network.

    Learn more

Schedule a consultation

Creating an exceptional customer experience helps drive digital transformation for your agency.

Services and/or features are not available in all countries/locations, and may be procured from in-country providers in select countries. We continue to expand our service availability around the world. Please consult your Verizon representative for service availability. Contact us.