net.America Wins USPTO Enterprise Contact Center Contract

Oct. 20, 2011 - PRLog -- Net America Wins USPTO Enterprise Contact Center contract

Upper Marlboro, MD, October 18, 2011 – Net America, a leading provider of management, information technology and help desk consulting services for the Government, announced today that the firm has been awarded the Enterprise Contact Center contract from the US Patent and Trademark Office (USPTO).

The Enterprise Contact Center (ECC) system currently utilizes state-of-the-art contact center technology to provide customer service for United States Patent and Trademark Office’s (USPTO) 25 business centers. The ECC system provides the USPTO internal and external customers with easy, convenient and speedy access to USPTO provided information and services.

Net America will deliver and manage the following functionality: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Teletype/Telecommunications Devices for Deaf (TTY/TDD) services, unified messaging (e-mail and voice, including voice mail and recording) and integration with the USPTO Customer Contact Management System (UCCMS) (Siebel CRM tool) and USPTO’s Enterprise Asset Management System (EAMS) (Remedy help Desk tool).

“This is a strategic win for Net America and we are delighted to be able to support the USPTO’s contact center customers in this way” commented Net America CEO and President, Clare Hines.


About Net America

At Net America, our number one priority is to ensure the success of our clients. Founded in 1998 by Clare Hines, Net America is a management and information technology consulting firm with an impeccable track record for delivering solutions that improve our clients’ business. We deliver contact center, help desk, program management, Information Technology services to the Government. Our ethos is ‘people, quality and service’ and is embraced by our team of highly qualified, experienced and friendly staff. For more information, visit our website at http://www.discovernetamerica.com



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