One of the leading global aerospace and defense contractors, Northrup Grumman, has opted to renew its contract with Telax Hosted Call Center. Under the terms of the service contract between Telax and Northrup Grumman, Telax will continue to provide hosted contact center solutions supporting Northrup Grumman’s twenty-four hour service desk, Telax said in a statement.

Toronto, Canada-based Telax Hosted Call Center has been offering cloud-based business service applications to government agencies and the business community since 1999. Telax clients include retail, defense, consumer product, health and financial service giants like Best Buy, Northrop Grumman (News - Alert), Johnson & Johnson, CI Investments, the Globalive Group of Companies and Health Canada. The contract with Northrup Grumman was first granted in 2009. The Falls Church, Virginia-based, Fortune 500-ranked defense contractor has renewed the contract every year since.

Northrup Grumman deploys Telax hosted contact center services at its Grumman Technical Services, Inc. (NGTSI) subsidiary, operating in a number of locations across the western United States. NGTSI also has plans to expand operations in the coming year. NGTSI’s service desk handles incoming voice calls as well as web chats from contractors, government employees and military personnel located in many countries worldwide. In order to continue offering comprehensive service on Northrup Grumman equipment and systems, this contact center maintains all-day, every-day service.

“We know how important communication is for global organizations, governments, and especially the men and women in the armed forces,” said Telax President Mario Perez in a company statement. “We’re very proud to be a part of that communication support.”

Recipient of a GSA (News - Alert) IT Schedule 70 contract, Telax is well-suited to providing hosted contact support for a defense contractor like NGTSI. A schedule 70 contract is a long-term contract from the U.S. General Services Administration (GSA) to commercial technology vendors that meet the GSA’s requirements for insuring that the vendor complies with all applicable laws and regulations and offers fair pricing. Telax’s ability to maintain continuous round-the-clock contact center service was critical to Northrop’s decision to renew the contract. Telax’s host contact center service is scalable to meet NGTSI’s expanding needs and permits the location of agents in various sites worldwide without the expense and operational issues of hardware.

The Northrup Grumman contract renewal follows January’s announcement by Telax that it has revealed its HTM5-based Call Center Agent (CCA) for use in Mac-based call centers.