Service Desk & Contact Centers. Where the mission meets the user.

Frontline support that respects the user's time.

Multilingual Tier 1 and Tier 2 service desk with omnichannel intake, phone, email, chat, portal, and AI-assisted self-service. First-contact resolution targets that aren't aspirational, they're measured weekly and reported to the COR.

• Omnichannel intake, phone, email, chat, portal, AI self-service
• Multilingual coverage with surge-capable bench
• First-contact resolution targets reported weekly
• Screen-pop, IVR, and contextual routing

Contact-center operations for the people the mission serves.

Built around the call patterns of Veterans, caregivers, survivors, and citizens. PHI-aware screen-pop, consent capture for recording, and compliant call-data retention. The Veteran is not a ticket, they're the customer.

• PHI / PII-aware screen-pop and contextual routing
• Consent capture, compliant call recording, retention
• Trauma-informed and accessibility-aware training
• CSAT, FCR, abandonment metrics, surfaced to the COR

ITIL v4-aligned ticketing, change, and continual improvement.

Tickets feed the same CMDB as engineering. Incidents that recur become problems; problems get root-causes; root-causes get changes; changes get reviewed at CAB. The service desk is where reliability data starts, not where it ends.

• ITIL v4 incident, problem, change, and request management
• CMDB integration with engineering and security workstreams
• Service-level reporting and continual service improvement
• CAB facilitation and release governance

Surge capacity for enrollment, disasters, and policy events.

A bench architecture that surges within 72 hours for enrollment windows, emergency declarations, or policy changes. We don't over-staff steady state and we don't under-deliver during surges.

• 72-hour surge ramp for enrollment / emergency events
• Cross-trained agents and tier-flex routing
• Workforce-management forecasting and scheduling
• Business continuity for distributed agent footprint