inContact Leads the Way with Cloud Contact Center Offering for Government Agencies

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Federal agencies will soon find inContact on the list of authorized providers for cloud contact center as a service (CCaaS) in the FedRAMP marketplace. Our documentation and infrastructure is currently being reviewed by a third-party assessment organization (3PAO). The audit covers both our technology (consisting of software and infrastructure) and our processes and procedures (written documentation).

The extensive 3PAO audit covers 17 different security “families” including:

  • account management,
  • security assessment and authorization,
  • configuration management,
  • contingency planning,
  • incident response,
  • media protection, and
  • risk assessment.

inContact must show evidence for each of these security families and prove to the auditor that we have processes and procedures in place for all of these families.

Once this audit is completed, inContact will have an authorization to operate (ATO), authorizing that our systems and practices are mature enough to compete in the federal industry, and will be listed in the marketplace for the Federal Risk and Authorization Management Program (FedRAMP).  With all the potential threats to IT security out there, this ATO will prove that inContact has one of the most secure environments for federal agency contact centers, also providing best practices and tools to mitigate security risk.

inContact created our FedRAMP infrastructure in Amazon Web Services (AWS) in order to support the new capabilities. The inContact cluster will run on AWS FedRAMP authorized services, which allows for tremendous scalability, redundancy, and disaster recovery. Amazon Web Services utilize advanced Ethernet networking technology for unlimited scalability and elasticity. AWS boasts that even the most demanding and complex applications run efficiently on its network. Rapid disaster recovery is enabled in AWS without the need of a second physical site. Hot standby environments allow for rapid failover at scale. Because AWS has data centers around the world, it provides disaster recovery services that are without peer.

The United States Army is inContact’s first sponsor for FedRAMP ATO in order to achieve the partnership. U.S. federal government agencies require FedRAMP authorization in order to do business with cloud service providers—and now inContact is available to them.