Contact Center Services (Call Center)

Service Description

The Enterprise Contact Center portfolio offers an array of services to agencies for the purpose of delivering a unified and highly personalized citizen communications experience. One that builds confidence in your agency and fosters the perception you are fulfilling your legislated mandate professionally and efficiently. To that end, Enterprise Contact Center Services provides market-leading services to executive branch agencies enabling citizens and employees to access information or resources through a human interface (agent service) or a networked information system interface (self-service Interactive Voice Response system).

The two categories mentioned above offer specific services, each designed to meet the communication challenges facing agencies and citizens. The services include:

Agent Services:

  • Contact Center Agent: This service includes the capabilities for comprehensive skills based routing, appropriate capacity of dedicated inbound/outbound trunks, and if the center subscribes to a supervisor or agent supervisor service then detailed call handling statistics are available on each agent. Enable your agency to handle all types of customer interactions more efficiently by helping to ensure that the right resources are readily available to your customers. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match a customer’s needs. With a single pool of agents, regardless of location, assisting your customers and prospects through a voice contact channel, you are equipped to deliver the right customer experience every time.
  • Contact Center Supervisor: This gives the Contact Center Manager or Supervisor(s) the capability to analyze historical and real time reporting data. It provides the ability to quickly adapt one’s contact center to changing business needs. Understand and adapt your customer service operations to help ensure an optimal customer experience. Historical and real-time reporting from Call Management System helps managers, supervisors, and agents to better understand how customers are being served. Your customer service organization can analyze customer trends, establish performance benchmarks, and plan customer service campaigns that align with your agency’s mandates and goals.
  • Contact Center Agent/Supervisor: This combines the capabilities and tools of the two services above so that the person can perform agent functions when required as well as those of a supervisor.
  • Remote Agents: Have your agents located wherever they have access to an adequate IP connection. Agents can work in the office or from a home office using the same agent desktop interface. With a home agent program, selection of the right agents from a larger talent pool is available.
  • Screen Pops (CTI): A screen pop is a feature of a Computer Telephony Integration (CTI) application that automatically displays all of the relevant caller and account information on a call center agent’s screen during a call. A Contact Center Design team will provide consultation on the best way to solicit input from customers to trigger the screen pop as well as best methods for providing the data to populate the screen.
  • Multi-Channel Service: This allows customers to make contact via voice, e-mail, fax, SMS text or instant messaging. Regardless of whether the customer prefers speaking on a telephone, sending e-mails, texting on a smart phone, or chatting over the internet, the Enterprise Contact Center service, powered by Avaya Elite Multichannel, provides a universal work queue by leveraging skills based routing for all supported channels. The contact will be placed in an appropriate queue and then routed to an agent with relevant tools, skills, and knowledge to handle the request. The service enables an agency to optimize productivity and increase agent effectiveness by using Computing Telephony Integration (CTI) screen pops, unified agent desktop, and universal work queue for multichannel and blended inbound/outbound communications. Other capabilities that come with this service include:
    • Expand agent knowledge with customer history: Call Center Elite Multichannel agent desktop displays a list of previous customer contacts to help ensure that agents have all of the pertinent context in order to better serve customers.
    • Integrated Wallboard Application: It displays real-time and statistical information on Vector Directory Number (VDNs), skills or splits agents in a marquee window. Installed on agent PCs, the scroll bar of information allows agents to closely track personal work performance and the performance of work group (skill or split).
  • Predictive Dialers: An outbound telecommunication platform for the creation and management of outbound campaigns and customer communications. The service offers voice detection and predictive dialing capabilities that alongside inbound/outbound agent blending help to improve customer satisfaction, increase agent productivity, and maximize the efficiency of a contact center team. Enterprise Contact Center Services offers this option on a customer basis.
  • Virtual Queueing: This service provides the capability to a citizen calling into a contact center queue to be able to determine the wait time before reaching an agent and allows the citizen to make a decision to wait for the agent or schedule a call back at a time the citizen selects. This service can greatly reduce complaints from citizens that resulted because the citizen was in a holding situation for a long period. It can also reduce your agency’s “toll free” cost.
  • Call Recording: Offers proven call recording technologies for regulatory or legislated compliance, quality monitoring, or legal documentation purposes. Enterprise Contact Center Services offers the service on a custom basis. Some of the capabilities include:
    • Recording all calls to your customer preferences—automatically, on demand or by targeted criteria
    • Search and playback recordings with ease
    • Monitoring live calls for agent evaluation
  • Wall Boards Support: Enterprise Contact Center Services does not offer a service that includes wall boards and the associated system software. The Enterprise Contact Center Services provides Real Time Sockets with data that can drive most wall board applications. The state offers a contract vehicle (725A contract) from which an agency can buy a wall board system and feed it with data from Contact Center Service.
  • Other Services: The Contact Center Design team will consult with agencies to find ways to fulfill the agency’s business needs. The design team will work with agencies to integrate technologies that are not a part of the existing enterprise platform as well as look for ways to share cost with other agencies that may have a similar need.

Self Service:

Enterprise Contact Center Services offers three (3) levels of Interactive Voice Response (IVR) capabilities designed to meet one’s business and financial requirements. All are provided on the shared “high availability” enterprise platform. The services are as follows:

  • Interactive Voice Response – Tier I: Touch Tone
    • Provides a high availability full function IVR that interfaces the telephony network to agency information systems. The Tier 1 service license limits user input to "touch tone" for customer’s inquiries. The service provides "Text to Speech" (TTS) responses in a standard "State Voice." Call volume is split between our Eastern and Western Data Centers providing for an "active/active" high availability.
  • Interactive Voice Response – Tier II: Directed Speech
    • Provides a high availability full function IVR that interfaces the telephony network to agency to agency information systems. The Tier II service license enables both "touch tone" input as well as specific spoken responses to questions from the IVR. This option, known as the Directed Speech, gives the IVR the capability to direct the user to respond with specific words or phrases. The IVR is tuned to understand specific words or phrases regardless of the different dialectal patterns of NC citizens. The IVR provides TTS responses in a standard "State Voice." This system has the same high availability configuration as Tier I.
  • Interactive Voice Response – Tier III: Natural Language Speech Recognition
    • Provides a high availability full function IVR that interfaces the telephony network to agency information systems. The Tier III service license enables user input with both Tier I and II capabilities as well as provides for a robust vocabulary with which the IVR can engage in conversational type speech with a caller. The IVR provides TTS responses in a standard "State Voice." This system has the same high availability configuration as Tier I and II.

Benefits

The Enterprise Contact Center Services is designed to enable citizens to access the right resource on the first call, ensure the experience is productive, minimize transaction cost for the agency, and provide information to agency management regarding the center’s performance. The cost to create, operate, maintain and repair the Contact Center infrastructure is shared among all subscribers. Enterprise Contact Center Services provides the people and contracts necessary to support these services to the levels required by the subscribing agencies.

Not only do these services provide many advantages to citizens, an agency can enjoy a variety of cost advantages such as locating agents where ever there is an adequate IP connection, sharing the cost of expensive infrastructure with other agencies, and the ability for high availability services utilizing our Eastern and Western Data Centers. Your solution can be configured so that where ever you have a trained employee, that person can log on as an agent with full agent capabilities. This will help with periods of high activity, inclement weather, pandemic responses and other situations that require agents to be away from a dedicated contact center location.

The Enterprise Contact Center IVR "Self Service" benefits your agency by giving you the ability to provide information or process transactions without human intervention. The service is there for the citizens 24 hours a day, 365 days a year. It is structured to deliver the level of interaction complexity your agency can support and afford.

Benefits that can accrue to agencies that subscribe to Enterprise Contact Center Services are as follows:

  • Deliver a better customer experience
    Enable contact, either inbound or outbound, with citizens you serve with timely service and information they value. Help solve problems before they happen
  • Reach business goals faster
    Leverage either inbound or outbound applications for information dispersal, deliver services, complaint resolution, collections, payment reminders, renewals, alerts, reminders, citizen surveys, and many more
  • Increase agent productivity
    The array of tools we can offer can take steps and time out of each transaction. Tools such as the skills based routing and screen pops can get citizens to the right resource on the first call and provide both parties with information to complete the transactions quickly. Other tools provide a holistic management, reporting on agent and center performance, inbound/outbound agent blending, industry-leading voice detection, and predictive dialing.

Customers

We provide Enterprise Contact Center Services to the Agencies of North Carolina State government.

Examples of our customer base are:

Agent Based: DES, DOR, DMV, WRC, DHHS-CSE, DIT, DOI, OST

Self Services: DES, DOR, DHHS-CSE, DMV

How Do We Charge?

View Billing Rates for This Service

Next Steps

  1. Send an email to our Service Desk at dit.Incidents@nc.gov requesting consultation from the Solutions Development Team
  2. A Solutions Development analyst will respond directly and schedule a discovery meeting to determine the scope and requirements
  3. The analyst will submit a Service Level Request (SLR) to Service Portfolio Management. This request will include the documented scope and requirements that was gathered in the meeting. We will draft an SLR Response document, which includes both a cost estimate for the service and an estimated implementation schedule
  4. Upon written approval to perform the work and the creation of the bill code (if necessary), we begin the project.
  5. For the CTI Service, see the CTI Form as a guide to the basic required information.
  6. For the Predictive Dialer Service, see the Predictive Dialer Form as a guide to the basic required information.
  7. For the Call Recording Service, see the Call Recording Form as a guide to the basic required information.
  8. For the IVR Service, see the IVR Self Service-Based Form as a guide to the basic required information.
  9. For the Skills Based Routing service, see the Skills Based Routing Form as a guide to the basic required information.

Standard maintenance windows are defined as:

  • 4:00 a.m. to 7:00 a.m. each Thursday
  • 4:00 a.m. to 12:00 p.m. each Sunday

View Technical Details