Core Competencies

Our contact center services and solutions are comprehensive and support all of your contact center related requirements.

Governance

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We help our Federal agency customers define and implement effective contact center governance strategies by establishing a shared vision, determining mission requirements, and assessing agency values. We develop comprehensive solutions that will fully meet the needs of your contact center.

Customer Experience

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We understand that the success of your mission depends on providing a positive customer experience. We work with you to develop a CX framework that brings your customers to the forefront and your agency to a new level of service excellence.

Technology

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At the core of every contact center is the technology that powers it. We know that contact center technology is more than deploying a software program. We plan for the full technology needs of your contact center, from selecting the right solution to implementation and post-deployment support.

Operations

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The continued success of your agency’s mission is important to us. That’s why we provide a full range of operations and maintenance services to keep your contact center running at peak performance. Whether your agency needs assistance with staffing, metrics and reporting, or operational improvements, we’re here for you.

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We Deliver Contact Centers That Are:

The Connect Centric Way means that all of our interactions are supported from the heart. We know that on the other side of each connection is a person looking for answers, support, help, care, and understanding. This is the basis from which we build all of our contact center services and solutions.

The Connect Centric approach to technology adoption takes into consideration the skill level and technology capabilities of every user. We will provide your agency and staff with a contact center that is both powerful, utilizing the latest in contact center technology, and simple for all user types.

Our contact center solutions focus on reliability, so you have technology you can count on; security, so your mission is never compromised; and scalability, so your contact center can grow with your needs.

We know the importance of adaptability in contact center technology. We offer the latest in seamless platform integrations and industry-leading omnichannel communications to meet your agency’s needs today and in the future.

Our solutions strategically integrate Artificial Intelligence (AI) into your contact center as a cost-effective method to enhance efficiency through automation, performance through analysis, and customer experience through personalization.

We are experts in both legacy and cloud-based contact center solutions and know the importance of a seamless platform experience. Whatever solution your agency’s contact center employs, we will keep you connected and running smoothly.

Past Performance

Connect Centric has extensive experience across civilian and defense agencies including:

Migration of a Legacy Contact Center Solution to the Cloud

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We provided engineering services for the migration of a legacy Automated Call Distribution system to the cloud that improved reliability and accuracy of agent selection, incorporating robust reporting features and allowing for accurate interaction metrics and agent forecasting.

O&M of a Civilian Agency's Contact Center Technology Platform

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We delivered Operations and Maintenance (O&M) support for a customer contact center that processed more than 900K interactions per year, maintaining the functionality, availability, performance, and security of the system.

Contact Center Integration with Salesforce

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We provided Salesforce integration services to enhance automation and speed up time to resolution through data pre-population that improved the customer experience.

Program Management of an Agency-Wide Contact Center Implementation

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We managed the overall cost and performance for the deployment and operations & maintenance of a contact center technology modernization contract.

Key Contract Vehicles

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GSA Multiple Award Schedule (MAS)

The GSA MAS establishes long-term Governmentwide contracts with commercial firms to provide government buyers with access to a wide variety of commercial supplies, services, and solutions.

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HUBZone Certified

The HUBZone program encourages economic development in Historically Underutilized Business Zones. The Federal Government's goal is to award three percent of all prime and subcontracting dollars to businesses in the HUBZone program each year.

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Economically Disadvantaged Women-Owned Certified (EDWOSB)

The Small Business Act authorizes contracting officers to specifically limit, or set aside, certain requirements for competition solely among EDWOSBs.

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Soft Tech Consulting, Inc., Army ITES-3S

IT Enterprise Solutions (ITES-3S) is a Multiple Award Indefinite Delivery, Indefinite Quantity contract that is the primary source of IT services for the US Army.

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Soft Tech Consulting, Inc., DLA JETS

Defense Logistics Agency (DLA) J6 Enterprise Technology Services (JETS) is a Multiple Award Indefinite Delivery, Indefinite Quantity contract that is the primary source of IT services for the DLA.

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Group W Inc., USMC RITA 2.0

U.S Marine Corps Research and Innovative Technical Analysis (RITA) 2.0 is a Multiple Award Indefinite Delivery, Indefinite Quantity contract that is the primary source of research, studies, and analysis.

NAICS Codes

541519
Other Computer Related Services
Primary
561422
Telemarketing Bureaus and Other Contact Centers
518210
Data Processing, Hosting, and Related Services
541512
Computer Systems Design Services
541611
Administrative Management and General Management Consulting Services
541990
All Other Professional, Scientific, and Technical Services