ICS Nett placed a spotlight on their innovative capability when a state-of-the-art cloud solution was proposed for WMATA’s SmarTrip® Regional Customer Service Center (RCSC). This call center solution, comprised of NICE inContact (ACD/IVR), Salesforce (CRM), and Tableau (Reporting), was the first of its kind for WMATA who previously operated with an on-premises ACD/IVR solution. The new and improved RCSC was delivered in under 4 months from the ground up to “GO Live” and included a physical build-out, in addition to the technology implementation. The innovative cloud solution transition was seamless from the incumbent and was a huge success. Combining inContact and Salesforce back in 2014 was a well thought out decision as it allowed for a reliable, scalable, and cost-effective solution for Metro riders, and for WMATA as a whole. This same cloud solution is being used by WMATA for the RCSC today.
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ICS Nett and Omilia partner to introduce a groundbreaking natural language IVR experience, integrating AI and NICE inContact CXone for intelligent call handling, enabling scalable and cost-effective automation for government/civil agencies.
By implementing streamlined and efficient customer service processes, an organization can experience notable improvements in operational efficiency, leading to reduced costs and resource optimization.
ICS Nett assists businesses in their cloud migration and transformation journey, ensuring competitiveness and agility in today's fast-paced digital landscape, regardless of whether they plan a full or partial transition.
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