IRS taps Aspect for $150 million follow-on contract

IRS taps Aspect for $150 million follow-on contract

The IRS has awarded Aspect Communications Corp. a six-year, $150 million contract to maintain automated voice response systems at 40 customer service centers.

The IRS awarded the contract, which has a one-year base period and five option years, as part of its Customer Communications Project.

The San Jose, Calif., company has installed voice recognition applications that let taxpayers use prompts to get information when they use the IRS’ toll-free line. A voice recognition feature also lets rotary phone callers use the system.

The Aspect systems features include:
  • A language choice of Spanish or English

  • An options menu with an intelligent call router that transfers callers to customer service representatives when necessary

  • A unit that tackles simple queries, such as “Do I have a refund coming?”

  • An automated refund status application.

  • About the Author

    Connect with the GCN staff on Twitter @GCNtech.

    Featured

    • IT Modernization
      shutterstock image By enzozo; photo ID: 319763930

      OMB provides key guidance for TMF proposals amid surge in submissions

      Deputy Federal CIO Maria Roat details what makes for a winning Technology Modernization Fund proposal as agencies continue to submit major IT projects for potential funding.

    • gears and money (zaozaa19/Shutterstock.com)

      Worries from a Democrat about the Biden administration and federal procurement

      Steve Kelman is concerned that the push for more spending with small disadvantaged businesses will detract from the goal of getting the best deal for agencies and taxpayers.

    Stay Connected