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Government Services

Enhance your government citizen engagement

Our FedRAMP authorized contact center solution ensures superior CX, security, and citizen trust. Whether you work for a federal, state or local entity, our government experts help you design and deliver secure omnichannel contact center solutions.

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Help citizens now and in the future with rapid agent deployment and upgraded digital channels

TTEC can help you realize results through our FedRAMP authorized solutions serving 300 million citizens every year. Our empathetic agents engage with and deliver care to your citizens, flexible to the demand, by leveraging TTEC’s technology in automation, messaging, and more.

 
  • FedRAMP, Security & Compliance
  • COVID-19 Response
  • Continuity & Resiliency Solutions
  • Government Cloud Contact Center
  • Outsourcing Services for Government
  • Training & Onboarding
  • Citizen-Centric Strategies & Consulting
  • Customer Engagement Suite

FedRAMP JAB Authorized Security and Compliance

We are dedicated to delivering secure cloud contact centers for government, ensuring citizen information is kept secure and confidential. We offer agencies the advantages of superior omnichannel cloud contact center solutions with the stringent security and reliability assurances needed to protect citizen data. Our SaaS based Humanify Enterprise for Government (Humanify – G) has fulfilled government security requirement to achieve FedRAMP’s Joint Authorization Board (JAB) Authorization designation. Our solution also helps agencies comply with Section 508.

Learn more about our fedRAMP, security and compliance status >>

 

COVID-19 Response: Flattening the curve

Our holistic approach of trained staff and cutting-edge technology can help rapidly launch or optimize contact tracing operations. We’re experienced in quickly deploying thousands of local and at-home agents, where speed and agility are key.

Easing overwhelmed call centers

TTEC’s combination of people and technology can help handle the massive volumes of unemployment claims and surges as a result of the HEALS and CARES acts. In fact, we are proud to share the success we’re already seeing with our current state and local government partners.

See results we've delivered >>

 

Government Continuity and Resiliency

Are your citizens enduring long call wait times? Can you handle the flood of interactions related to unemployment? Are you proactively reaching out to citizens via SMS? Do you need to scale your at-home virtual contact center capabilities? We can provide immediate solutions including expanded capacity for 800 numbers, immediate self service options, and intelligent IVR, as well as on-demand agents to augment your staff within 48 hours, and proactively reaching out to citizens via conversational messaging and SMS regarding impacts to tax filings, healthcare and unemployment.

Learn more about our solutions for government continuity and resiliency >>

 

Government Cloud Contact Center

Humanify® Enterprise for Government is a proven government customer experience solution,  powered by the reliability of the Cisco® platform. It is a highly-scalable, omnichannel cloud solution designed for agencies of all sizes, allowing you to meet citizen demand, today and in the future. Humanify – G has met stringent security and reliability standards and is FedRAMP Joint Authorization Board (JAB) Authorized.

Learn more about our secure contact center solution for government agencies >>

 

Outsourcing Services for Government

Operating as a turnkey contact center or an extension of your team, we've delivered time and again for government agencies at every level. provide a wide range of multi-channel and multi-lingual support for day-to-day citizen engagement or emergency situation needs, including back-office and technical support, disaster scenario victim support, and rapid surge staffing.

Learn more about our outsourcing services for government >>

 

Training & Onboarding

We help you engage and equip your employees with the right knowledge, skills and mindset to ensure every interaction they deliver transforms the citizen experience. With advanced digital learning tools, knowledge management systems, and skills and competency assessments, our learning and performance experts will also help you train your teams to increase employee productivity and speed to proficiency.

Learn more about our contact center associate training and onboarding >>

 

Citizen-Centric Strategies & Consulting

The digital transformation that has impacted the private sector is coming to governments across the United States and Local, State, and Federal leaders are all looking to improve transparency and citizen trust. By evaluating the entire citizen journey with your agency, our digital strategy experts will help you modernize your systems and processes.

Learn more about how we help you create omnichannel, scalable, and secure Citizen experiences >>

 

Customer Engagement Suite

PEGA and Serendebyte help you advance customer service and intelligent automation. Access world-class intelligent automation and a masterful citizen engagement suite to inspire optimized, digitally driven employee and citizen experiences. 

 
30+ Years
Contact center
experience
3.5M
Customer interactions managed daily
300M
Citizens served
every year
50+
Languages
spoken
 
 
 
 
Case Studies
State Government 3.5x More contacts closed per hour Faced with unprecedented demand for unemployment assistance related to the Coronavirus outbreak, one state needed to upgrade its contact center fast. Messaging agents closed 3.5x contacts compared to voice calls in less than 10 days. Read the full story
Government Agency 1,000+ Agents ramped up quickly To assist support efforts,we ramped from zero to 1,150 agents within 3 months, including deploying at 10 new locations and getting technology in place within one week. Read the full story
Energy Industry 60% Drop in call volume A national energy company had unexpected high call volume. Our call analysis discovered an ongoing issue about billing and provided frictionless consumer support while the issue was resolved, helping to lower wait times and call volumes overall. Read the full story
Government Retailer 22.5% Return on investment achieved A global retailer operated by the U.S government and retired veterans had robust growth in its online presence. We helped it implement a solution that reduced costs and improved ROI. Read the full story
 

ON-DEMAND WEBINAR

Handling the surge in citizen outreach

In this webinar, you’ll learn how to seamlessly transition your associates to a secure at-home environment while taking advantage of other capabilities to deflect volume and improve the citizen experience.

Watch On-Demand Webinar See more resources
 

Start transforming your citizen experience today

TTEC offers a comprehensive suite of citizen-centric services and solutions, including strategy, turnkey contact center outsourcing, technology, systems integration, and agent training and onboarding.
 

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