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IRS invests in call center technology

The Internal Revenue Service has signed a $150 million contract with Aspect Communications to update its call center technology, Aspect said Monday. As part of the six-year contract, the IRS plans to update call-routing technology from Aspect already in use at 40 IRS call centers and to install new applications, such as interactive voice-response that uses speech-recognition technology for caller self-service. The agency also plans to use a call-center staffing application from Aspect. The IRS fields a staggering number of calls at its contact centers; nearly 110 million people called the agency in 2000.

Alorie Gilbert Staff Writer, CNET News.com
Alorie Gilbert
writes about software, spy chips and the high-tech workplace.
Alorie Gilbert
The Internal Revenue Service has signed a $150 million contract with to update its call center technology, Aspect said Monday. As part of the six-year contract, the IRS plans to update call-routing technology from Aspect already in use at 40 IRS call centers and to install new applications, such as interactive voice-response that uses speech-recognition technology for caller self-service. The agency also plans to use a call-center staffing application from Aspect. The IRS fields a staggering number of calls at its contact centers; nearly 110 million people called the agency in 2000.