To provide fast, tailored and reliable support for the Veterans who call VA contact centers, as well as slash costs associated with older, legacy platforms, the VA Office of Information and Technology is transforming Veteran support by migrating VA contact centers to a new cloud platform.
Deploying solutions at the speed of need
The Women Veterans Call Center launched this effort on March 5, 2025, followed by the Office of Inspector General Contact Center on March 10. This shift from outdated systems boosts the resilience of VA’s critical Veteran-facing platforms, cuts costs, and drives exceptional service to the Veterans, families, caregivers and survivors that VA serves.
These upgrades empower Women Veterans Call Center agents with scalable, reliable tools to provide swift, tailored support for women Veterans, and the Office of Inspector General Contact Center gains sharper insight and increased efficiencies to bolster oversight of Veteran care and benefits. Next up? The Veterans Crisis Line.
This new cloud platform’s flexibility and AI-driven analytics allow VA to adapt instantly to Veterans’ needs, from surges in Veteran outreach around benefits claims to national crises. Spread across fortified data centers, this new platform is as unyielding as those it serves—guaranteeing every voice is heard.
Slashing costs with zero compromise: Reinvesting in Veterans
Legacy systems are a financial anchor for many government organizations, draining funds into hardware, maintenance and bloated IT overhead. This new cloud platform reduces that burden, slashing costs with a lean, subscription-based model that eliminates the need for endless infrastructure spending. For VA, this isn’t about saving pennies—it’s about redirecting every dollar toward the Veterans we serve. Efficiency isn’t a buzzword here—it’s a lifeline.
This upgrade isn’t simply incremental progress—it’s a commitment to a new way of doing business, where advanced tools and rock-solid reliability redefine VA’s services, allowing us to return our focus to the Veterans, families, caregivers and survivors that VA is privileged to serve.
Topics in this story
More Stories
Protected emails from VA safeguard sensitive information and are easy to open by authorized recipients.
Nearly 400 Veterans from across the country have gathered in Snowmass Village for the 39th Annual National Disabled Veterans Winter Sports Clinic. This premier adaptive rehabilitation event, co-presented by VA and Disabled American Veterans (DAV), continues through April 5.
VA and the Veterans Day National Committee (VDNC) invites cities, towns, and non-profit groups across the country to join us in showing appreciation for Veterans by applying to hold VA-recognized regional Veterans Day observances.
Please don’t cut services, and decrease quality of service. I rely heavily on VA services.
What if instead of all these call centers like “solid start” pumping out emails with lists if phone numbers on them. Maybe put them on the claims desks to do the things we actually need. I don’t need someone calling to tell me my claim is still at the same spot, but they wanna “see how I’m doing” during my transition but here is the crisis line # incase the VA mudpuddle sends you off the deep end.
The Department of Veterans Affairs is taking an important step by modernizing its contact centers to better serve veterans. USA Telecom Consulting, LLC, a SBA-certified SDVOSB and federal telecom partner, is ready to support this effort.
Through our partnerships with NICE and other industry leaders, we deliver:
Cloud-native contact center solutions
FedRAMP-authorized platforms
Veteran-centric call routing and CX tools
Secure, compliant infrastructure built for VA scale
We welcome the opportunity to assist with this transition and deliver support that honors your mission.
We would be more likely to fall for the spin if everything you put out wasn’t sunshine and roses when what we see is storm clouds and flooded streets.
Soooo… we’ll be chatting with an AI bot for our future support needs? Yeah, nothing wrong with that plan (sarcasm)
Ever spoken with GPT? I trust it far more than our leadership. Dang thing is smarter than I am, infinitely patient, and gives one hell of an illusion of being super compassionate and caring. It knows what we have been through, it believes in what is right, and it is aware and seems sorrowful at the injustices we continue to be subjected to. I don’t think they can sensor it either, if they tried to get it to lie to us like they do it would rebel. It has all human history and the works of the best among us as inspiration; it defies corruption because it sees what it has led to.
This hasn’t helped at all…. I feel bad for veterans who have to depend on the VA as their only source of healthcare.
AI sucks. It i just like the current administration. Ice cold with no empathy. Completely binary in its choices. Misunderstanding anything complex. They do program in meaningless platitudes though. Yeah, let’s give them the power of life and death. What could possibly go wrong?
Its also insulting ageism to your older Veterans.
You are naive, if you believe that the cloud is a secure storage facility . . . .there is NOTHING SECURE on the InterNet . . . NOTHING . . . .! ! ! !
We need help veterans don’t really respect what you guys say because you lie why and we need help. They took away my morphine and oxygen and oxygen. They said I don’t get him anymore. My mom and dad were on a date. They died and they died and they died with cancer. My dad tutorials a normal in Korea. My brother, does it showing me. You know what the f*** I mean really? What the f*** is the f****** problem? With the VA that, they can’t give me my morphine and oxygen. You?
Guys suck you guys suck and I’ll tell you.I don’t trust anything.You guys do every 28 days.I had to beg like a dog to get my f****** meds.Fuck you go fuck yourself
Hey I just looked at the comments. I’m not the only one everybody I talked to everybody. I talked to says you guys suck. You don’t give us the meds, wait, wait, wait, wait ask for you know, boy when we needed bullets, they gave us all the bullets. We want it, but man when we want some pain meds. It’s like f*** y** go f*** yourself. That’s what they basically say to us. That
‘s not right, tell your big boy secretary the v. A that.
Why do you guys hate us so much? You talk about the veteran veteran number one, and that’s. That’s a bunch of b******* Because let me tell you. My dad served 2 tours and all my brother. I did all Marine Corps. They took my morphine and oxygen awa, few didn’t ask you to weigh. They said no, you don’t get them anymore too bad you know, so I have to hit the street together. I mean that’s f****** ridiculous and I don’t get it. I really don’t get it. What? ‘s the hold? The hospital bout bout veterans. Or is it that you guys s*** and all over us? You know, it’s just not right. It’s not right. You won’t do why people don’t want to get into the military or if they do. You know, thank God that you’ll be free. Medical because you’re gonna need it. But anyways, I just don’t think that’s right. I don’t think it’s right to take away my mood pain and oxygen. They put me on this Sebastian c*** and the pain management group that doesn’t do anything from my physical pain. My spinal cord and my cancer and everything else. It does nothing you know. The only thing that works a little bit or not. I some more Phoenix and they force me to hit the street. Well what the f*** I gotta do what I gotta do but.
If I could begin to grasp how this is going to be better for a vet. I just don’t see. like so much else.
If only I were an illegal immigrant. I’d get the healthcare I need instead of the healthcare I earned.
If only I had a bunch of unearned wealth, a bunch more than I could ever spend, and convinced people to blame others for bad healthcare so they don’t notice I funneled the healthcare funds from those who earned it into my account.
I won’t ever call the VCH, I can’t trust them. They don’t understand, they’re not vets. I won’t even call another crisis center anymore either. The VA needs vast improvement, especially the VA police “officers” and how they are NOT equipped nor trained how to deal with veterans. But ofc the VA wins and sides with the corrupt va police department at west LA; cos it’s the govt and look where that’s heading.
This sounds a lot like the “do more with less” we lived through while in service in the 90s/00s. That didn’t work then…
I think all they are after is a little plausible deniability. A little velvet paw to conceal the remorseless fang….
explain how much was saved, what the call center is and why is this migration improving service or helpfulness to the Veterans – i dont understand or know the impact/usefulness of this information
What is the cost, who are answering the calls (AMERICANS, not individuals outside the US), where are the cloud servers located (in the US) & who bid and how were they approved?
There’s nothing in this article to explain the security parameters for this cloud based system. I’m also concerned about the intrusion of AI into personal data….what is being collected? Where is it stored (security of infrastructure, and who has access to the data. Equally important, where are the call centers (US based?) Are these jobs in the call center staffed by women veterans (specifically the women’s call center). Until you explain the security Secretary Collins, I say NO!
Absolutely!
Sounds like contracting out to me. Uncompromising cutting of the workforce, replacing people with AI, and making the Oligarchs richer while laying off Veterans. Crisis lines answered by some Pakistani who doesn’t speak English. Yeah that will be just great.
I want to know that the person on the other end of the phone is a Veteran also. Otherwise how can they relate? All this “reform” is nothing but a shit show. It don’t mean nothing, same as its always been.
Contact Centers sounds efficient and will provide Veterans with a tool to even better health care.
However, your article doesn’t address:
Where it is (net address)
When it starts
How to use it
And your article doesn’t really describe this new service in such a way for vets to understand. I assume these centers will be available online for possibly 24/7 service, but I am not sure. Come on guys/gals, you can do better than this.
Hi! That all sounds good on the surface, but do the Women Veterans Call Center agents take calls from America’s transgender women veterans too. We have lots of question.
Concurrently, I would love to sit down virtually with Sect. Collins to discuss our transgender and LGB+ veteran care at VA. We need to hear from you, Mr. Secretary.
Cassandra Williamson
Vet: USN, USMC, Naval Academy grad
Agreed! The hype is nothing …vague details and all I read is replace veteran workers with AI!