Multi-Channel Contact Center Operations

Vangent is the trusted provider of multi-channel
contact center operations for agencies across the U.S. Federal and international governments and for commercial organizations. We combine industry best practices, the right technologies, a high-quality workforce, and proven transition and training approaches to improve customer satisfaction while reducing costs.

We apply our vast expertise and experience to fundamentally transform and modernize customer interactions on behalf of our clients. By integrating all customer touch-points, we ensure that customers receive timely, accurate, and consistent information via multiple communication channels: telephone, e-mail, postal mail, fax, and the Web. And by capturing critical information about customer interactions, we provide our clients with the data essential to ensuring program performance and customer satisfaction.

Features of our multi-channel contact center services include:

	24/7 live customer service representative (CSR) and interactive voice response (IVR) support
	In-bound and out-bound services
	Knowledge management systems for IVR- and Web-based customer self-service
	Image-based correspondence processing and workflow systems
	Congressional correspondence processing expertise
	Multi-language support
	Services for the hearing-impaired and others with special accessibility needs
	Section 508 compliance
	Large-scale print fulfillment (static and print-on-demand publications)