Contact Center Operations

Innovating how you connect with your customers

Sparksoft's help desk provides 24/7 coverage during business events such as Open Enrollment. We provide our expertise in Communications Platform-as-a-Service and Contact Center-as-a-Service products to deliver Tiers 0-3 omnichannel and interactive voice response solutions for 24/7 high-volume Contact and Call Center, Service Desk, and Help Desk organizations. We support on-premisis, hybrid, and multi-Cloud government environments to streamline growing workforces and Customer Service Representative management for polylingual operations.

Leveraging latest tech to enhance customer experience

We deliver innovative Customer Support solutions that offer significant return on investment by leveraging advanced Interactive Voice Response capabilities like automation, self-service, chatbots, call back, integrated softphone, audio/screen recording, artificial intelligence, and machine learning. We apply predictive analysis and other volumetric measures along with enhanced data visualizations and analytics of customer interactions throughout the entire omnichannel spectrum for optimal efficiencies and Federal compliance.

Past Performances

CMS/CCIIO Multidimensional Information Data and Analytics System
CMS/CCIIO Data Services Hub
CMS/OIT Enterprise Master Data Management and Enterprise Data Lake

Staff/Project Leaders

Naveen Vemana

Naveen Vemana has 19 years of professional IT experience in the areas of software application development; maintaining and supporting complex systems; gathering requirements; designing, testing, analyzing, and implementing systems; and leading IT projects. He is a SAFe Agilist and Project Management Professional who is a highly qualified and well-developed candidate with extensive experience as a project lead, leading cross-functional teams, and coordinating multiple projects simultaneously. He brings more than 15 years of CMS experience and qualifications in supporting and leading a wide range of applications that support beneficiary, provider, and claims processing.

Monica Thompson

Mrs. Thompson is a Certified Project Management Professional, Certified Scrum Master, and holds a Support Center Manager Help Desk Institute certification. She has over 18 years of leadership experience in high volume contact/call centers, 12 years of Help Desk experience, and 10 years of program/project management experience in the health IT support domain. Mrs. Thompson has been supporting multiple CMS projects for more than 8 years with expertise in organizational operations, knowledge management, and quality/performance management.

Headquarters

Columbia Office

6350 Stevens Forest Rd

Suite 200

Columbia, MD 21046

Company

Certifications & Contract Vehicles

Careers