7 Essential Tools for a FedRAMP Compliant Contact Center

Citizens contact government agencies for a large variety of services on a very regular basis, and just like in the private sector, these agencies are challenged to keep up with changing customer expectations. There are new mandates within the government to use technology to improve the customer experience, while maintaining proper levels of safety and security with their data.

Agencies that operate contact centers are turning to the FedRAMP program for help implementing these tools. FedRAMP enables agencies to rapidly adapt from old, unsecure legacy IT to mission-enabling, secure, and cost-effective cloud-based IT. The FedRAMP Program Management Office does this by granting cloud service providers the Authorization to Operate (ATO) in a FedRAMP environment, providing those companies pass a rigorous technology audit ensuring both performance, security and authentication.

Agencies that deploy a FedRAMP-Certified Contact Center can take advantage of the latest routing, management and security tools as their private sector counterparts, allowing them to even the playing field and drive a better citizen experience.

Here we look at seven essential tools for a FedRAMP Authorized Contact Center:

All these tools need to exist in a toolbox, and although it’s not a product you can search for, the FedRAMP Compliant Contact Center’s IT environment may be the most important factor to consider. Any FedRAMP cloud provider must have an environment that is maintained in a secure and restricted-access, data center and deployed on a FedRAMP compliant cloud.

There are also FedRAMP standards around authentication – cloud providers with the FedRAMP ATO deploy rigorous physical and logical controls over access to their platforms and tools by using robust security controls and 24x7 monitoring. 

Currently, there is only ONE cloud contact center platform listed on the FedRAMP Marketplace – NiCE CXone. This leading customer experience platform has met the comprehensive federal requirements for security, reliability, availability, and performance, providing government agencies a complete suite of tools they need to optimize their digital first, omnichannel contact center operations.

To see how FedRAMP-Certified CXone is transforming government contact centers, watch the FedRAMP Compliant Contact Center video here.