TTEC wins $21M IRS contract to modernize taxpayer contact center

TTEC Holdings (NASDAQ: TTEC) announced that its public sector subsidiary, TTEC Government Solutions, in conjunction with TTEC Digital, has been awarded a one-year, $21 million contract by the Internal Revenue Service to provide contact center enterprise infrastructure software and solutions.

The contract was awarded through TTEC's General Services Administration Multiple Award Schedule, making TTEC Government Solutions the prime contractor responsible for operating, sustaining, and modernizing the IRS contact center information technology infrastructure.

The IRS contact center environment supports more than 30,000 customer-facing agents and processes more than 200 million annual call events, including approximately 140 million taxpayer calls spanning live assistance and self-service interactions.

Under the contract, TTEC will provide enterprise contact center technology covering omnichannel engagement, intelligent call routing, workforce optimization, quality management, analytics, and reporting.

In alignment with the IRS's Taxpayer 360 initiative, TTEC will also introduce AI-powered features, including agentic AI and conversational self-service tools built on the IRS's existing infrastructure.

"For years, our teams have supported the IRS's contact center environment, giving us a deep understanding of its technology, operations, and mission," said Steve Parowski, vice president of TTEC Digital's public sector practice.

Ken Tuchman, chairman and CEO of TTEC, said the award reflects the company's investment in public sector work and its focus on helping agencies modernize complex customer experience environments.

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