State of Wisconsin. Contact Center (ACD) Services Service Offering Definition (SOD)

Transcription

1 State of Wisconsin Contact Center (ACD) Services Service Offering Definition (SOD)

2 Document Revision History Date Version Creator Notes 10/15/ Mark Rappe 11/19/2008 edits 12/19/ Dan Proud Edited cover, footers 1/5/ Dan Proud Corrected link 8/24/ Dan Proud Updated link to FY10 Rate Sheet

3 Table of Contents Introduction...4 What Is Included...4 What Is Not Included...4 Benefits...4 Service Period...5 Roles and Responsibilities...5 Business Continuity...5 How Services Are Charged...5 Cost-Saving Tips...5 Notes:...5 Contact Center (ACD) Service iii Last Updated: 8/24/ :26:00 AM

4 Introduction A contact center (ACD) application allows for a central point in an agency from which all inbound customer contacts can be managed. The contact center solution includes advanced routing of inbound voice calls to a call center, but also includes other types of customer contact as well, including , voic , chat, fax, and Web callback distribution. In addition, it provides detailed data of customer interactions and call center operational statistics. The enterprise solution for contact center applications is Oracle s Contact Center Anywhere (CCA). What Is Included Access to the Contact Center Anywhere System Support for application building and problems Support of system resources (server hardware, OS, backups and telephony) Licensure to accommodate call center activities Telephony services to accommodate call center voice interactions Monitoring for up/down and performance Suite of reports Design and support of integrations to agency applications, such as CRM or IVR. What Is Not Included Does not supply or support any PCs or attached devices Does not supply or support desktop telephone devices or local voice services Does not supply or support any WAN or Internet service required for application use Web page hosting for chat and/or Web callback interactions Benefits Contact Center solutions provide efficiencies that are realized by the customer (constituency most often) and the agency. The technology provides an automated method of delivering inbound customer interactions to staff who are most appropriately equipped to handle the request. It can improve the customer s experience by not only advanced call routing, but efficient distribution of interactions. The enterprise offering allows for economies of scale. By hosting a single, redundant system and billing to agencies monthly for the use of licenses, system resources, and support, allows the enterprise to forgo substantial capital expenditures. Additionally, fewer resources, both human and system, are needed for provisioning and support. The contact center system is a critical application for many of the state s agencies. The enterprise solution provides them all with a suite of advance call routing capabilities, reporting, and multi-media contact distribution. The functionality is business requirement of many agencies and University departments. Contact Center (ACD) Service 4 Last Updated: 8/24/ :26:00 AM

5 Service Period June 1, 2005 through May 30, Reviewed and renewed annually. Roles and Responsibilities Roles and Responsibilities for local service can be found here. Business Continuity The CCA system is built with redundant servers for each application. The database is built on a high-availability storage cluster. All Web services are load balanced. The CCA system, being Web-based, allows an agent to log in and modify settings in order to work from any location that has a high-speed Internet connection. Every call center is developed to have backup systems built in the Centrex environment in place in case of system catastrophic failure. How Services Are Charged Contact Center services are charged to the customer monthly through the Enterprise Billing System. Please see the IT Services Rate Sheet for rate information. Cost-Saving Tips Consider wireless if: The building is not owned by the State Limited term project requires LAN access To reduce costs in conference rooms and jacks Notes: Contact Center (ACD) Service 5 Last Updated: 8/24/ :26:00 AM