Contact Center Software
Agent Engagement Matters. A Lot.
Customers love happy employees. Nothing makes for a better consumer experience than friendly and engaged agents that direct their undivided attention to the individual caller and solve their problems quickly and effectively.
What customers don’t love are disgruntled agents that exude frustration and overwhelm as they try to juggle multiple applications, windows, and tabs at once.
Unfortunately, instead of focusing on the customer’s needs, it’s easy for support agents to get distracted and confused by the very solutions that are supposed to make their life easier.
Platform 28 Product and Services
Platform28 is proud to support Georgia state agencies through our contract with the Georgia Technology Authority (GTA). Our cloud-based contact center platform is designed to help public-sector teams deliver faster, smarter, and more reliable service. With AI-driven automation, real-time analytics, and white-glove implementation support, we provide scalable solutions tailored to your communication needs. Whether you're modernizing legacy infrastructure or enhancing citizen engagement, our team is here to help you succeed.
Contract Number: 98000-0000005215-P28
Scope: Cloud Contact Center Software, AI and Analytics, Telephony and Infrastructure, Professional and Managed Services
Eligible Entities: State agencies, authorities, counties, public schools as defined by K-12, and public higher education located within the State of Georgia
Products and Services Offered
Cloud Contact Center Software
• Omnichannel Agent Desktop (Voice, Chat, SMS, Email)
• Intelligent Call Routing and Workflow Automation
• Integrated Quality and Workforce Management Tools
AI and Analytics Capabilities
• AI-Powered Call Summarization and QA
• Real-Time Agent Assist and Coaching
• Predictive Analytics and Reporting Dashboards
Telephony & Communication Infrastructure
• Toll-Free and Local Number Provisioning
• VoIP PBX for Business Users
• Video Chat and Verification Capabilities
Professional Services
• Implementation & Custom Configuration
• Integration with CRM/ERP Systems
• Ongoing Support & Managed Services
Optional Add-Ons
• Agent Scripting and Dynamic Forms
• Internal Messaging and Collaboration Tools
• Polycom Device Rentals and Support Hardware
Latest News & Industry Trends
Automated Call Routing: Streamlining Contact Center Operations with AI
Before tackling the future of customer engagement head-on, organizations should examine their past to identify what needs to change and why. This is...
From Chatbots to IVR Systems: How AI Is Changing the Contact Center
The demand for customer service has changed, but most contact centers haven’t.
Static IVR menus and rule-based chatbots were once cutting-edge. Now,...
Reactive to Proactive: How AI Contact Centers Stay Ahead of the Curve
Delivering answers after a customer asks is no longer enough. With 81% of consumers now expecting faster, more automated service, the traditional...