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AT&T Government Solutions Completes $12.4 Million Contract Order for Internal Revenue Service Contact Center Upgrade


AT&T Inc. (NYSE: T) has announced that AT&T Government Solutions has completed a task order under an existing General Services Administration (GSA) contract.

Under the terms of the task order, AT&T upgraded hardware, software and circuits to implement an Internal Revenue Service (IRS)-designed Contact Center Enterprise enhancement. The enhancement provides additional capacity and improved functionality. The combined value of the project, along with first-year support, approaches $12.4 million.

AT&T deployed the Cisco-based Customer Voice Portal infrastructure and monitors its operation. The IRS deployed customized scripting on the upgraded infrastructure to make customer routing more efficient and to optimize the customer experience.

As part of this scripting effort, the IRS was able to improve reporting to gain a better understanding of user behavior and levels of service. The IRS was also able to enhance enterprise productivity and improve its operating efficiencies. The new platform supports 26 call centers with 8,000 IRS agents, who process more than 130 million calls annually.

“To provide taxpayers with timely and accurate information, the IRS needs the ability to handle huge call volumes from tens of millions of callers,” said Don Herring, president of AT&T Government Solutions. “This initiative gives the IRS the ability to become faster and more efficient to better serve the American taxpayers.”

In addition to this program, AT&T is in the process of delivering a Cisco-based Internet Protocol telephony solution for packetized voice communications to 52 IRS locations throughout the country. AT&T Government Solutions also manages the IRS Enterprise Remote Access Project (ERAP), which has enabled more than 26,000 IRS employees to access remote data communications via the telework initiative. The ERAP is based on a fully managed AT&T virtual private network solution.

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AbAT&T Government Solutions, headquartered in Vienna, Va., is a long-standing, trusted source of information technology solutions for the federal government, integrating unmatched network resources and professional services expertise with innovative technologies from AT&T Labs and industry-leading partners. Best known for network leadership in voice, data, video and managed services, AT&T Government Solutions is a proven solutions integrator, with professional services expertise in areas such as business transformation, knowledge management, training, program management, systems engineering and security.


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