Who We Serve
SII delivered and continues to provide managed services for a FedRAMP certified contact center solution, enabling GSA to offer a range of customer support services. These services address inquiries including but not limited to Federal Government programs, policies, purchases, etc., from customer agencies, the general public, vendors, contractors, Government offices, and more.
SII aids TSA in safeguarding the nation's transportation systems, ensuring the uninterrupted movement of people and commerce by providing call center personnel support for verifying the identities of airline passengers.
SII plays a pivotal role in supporting the FDIC’s mission to uphold stability and public trust in the nation's financial system. We provide skilled personnel, facilities, state-of-the-art equipment, and essential services to efficiently operate and manage the Consolidated Contact Centers.
SII successfully transitioned FDIC’s call center infrastructure from an on-premise platform to the Genesys Cloud FedRAMP certified platform. The project encompassed the analysis, design, provisioning, configuration, consultation, and deployment of Genesys products and solutions, ensuring they fully met FDIC’s call center requirements.
SII provides the EEOC with a FedRAMP certified telephony platform solution and managed services, ensuring efficient management of contact channels, service quality, staff training, and performance reporting. This solution supports the EEOC’s commitment to excellent customer service.
SII provides Joint Service Provider (JSP) licensing and managed services with cleared and certified personnel for an Automated Call Distribution system (ACD) solution. This solution is utilized by various groups, including those within the Pentagon and organizations located in and beyond the National Capital Region.
SII implemented a robust contact center solution, seamlessly integrating it with third-party CRM and ITSM applications to provide customer service across various business centers. Following the deployment, SII also provides ongoing licensing for the solution.
SII implemented a FedRAMP certified omnichannel Contact Center Software as a Service (SaaS) solution for the Export-Import Bank of the United States (EXIM). Serving as the main point of contact between the agency and the public, this Contact Center ensures that callers are provided with high-quality customer service experience and are efficiently connected to the appropriate EXIM services or resources.
SII was awarded a contract to implement AI-powered Talkdesk cloud contact center solution for the Maryland Health Benefit Exchange (MHBE). The scope of work also includes 24/7 premium support, technical consulting, training, data analytics, and quality management for the solution.
SII provides Human Capital Operational Support (HCOS) to TSA for its workforce, including but not limited to Talent Acquisition, Compensation, Benefits, Transition, and Separation, while achieving high-quality outcomes for all human resources activities.
SII provided direct assistance and training to current and new entities that participate in the EXIM federal financial assistance program in registering for a Unique Entity Identifier (UEI). The scope of work also includes developing a train-the-trainer curriculum to educate EXIM staff and partners on UEI compliance requirements.
SII augments FEMA’s response to catastrophic events by providing temporary personnel support for incoming calls and data entry for individuals and households affected by disasters and catastrophic events.