Oregon Employment Department. Unemployment Insurance Call Center Upgrade. May 28, Submitted by: Troy Rutten, CIO Oregon Employment Department

Size: px
Start display at page:

Download "Oregon Employment Department. Unemployment Insurance Call Center Upgrade. May 28, 2010. Submitted by: Troy Rutten, CIO Oregon Employment Department"

Transcription

1 Oregon Employment Department Unemployment Insurance Call Center Upgrade May 28, 2010 Submitted by: Troy Rutten, CIO Oregon Employment Department Category: Improving State Operations Project Team: Tom Byerley, UI Director Troy Rutten, CIO Jon Debban, Deputy CIO Leonard Higgins, Portfolio Manager Steven Wollenburg, Project Manager Terrie Ray, Testing Manager Marty Liddell, Architect - 1 -

2 Executive Summary The Oregon Employment Department (OED) offers exceptional public service through 47 offices located across the state to support business and promote employment. This mission of service is accomplished in four ways by providing: Unemployment Insurance (UI) assistance, employment services for job seekers and employers, timely labor market information, and ensuring access to quality child care. Oregon has three UI Call Centers dedicated to assisting citizens with unemployment benefits. Oregonians unemployed through no fault of their own are eligible for unemployment insurance benefits that supply temporary wage-replacement income paid for through employer payroll taxes. In 2009, OED paid more than $2.6 billion in benefits with $2.4 billion, or 92% of the total benefits paid, processed through UI Call Centers. In 2008, the national economy started a downward turn and unemployment began to rise; incoming calls into UI Call Centers went into overdrive. The State s unemployment rate is continually higher than the national average. With the onset of the recession, Oregon ranked as high as third in national unemployment. Due to the inundation of calls, each call center was maxing-out on the volume of incoming calls supported by the existing hardware infrastructure. The rapidly changing economy and employment environment created a sense of urgency for upgrading this infrastructure. OED began looking at alternatives that included Cisco products. Previously, in 2007, the State of Oregon successfully incorporated Cisco technology in the state network. Maintaining alignment with state and national priorities was an integral part of the Call Center project plan, and ultimately Cisco was the chosen platform. The final solution is referred to as the Cisco Unified Contact Center Enterprise (UCCE) and consisted of intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an Internet Protocol (IP) infrastructure. This unified solution combines multichannel automatic call distributor functionality with IP telephony, thus enabling the OED to rapidly deploy a distributed contact center infrastructure. Since the deployment of the Cisco UCCE, OED has seen vast improvements in the functionality and maintenance of the Call Centers throughout the state. The hardware formerly located at each center is now centralized with greater system redundancy and improved reporting capabilities. Citizens reach agents faster as calls are transferred to the next available call center agent, regardless of the number dialed. This increased call distribution has proven to be beneficial to OED UI overall business processes and allows for greater hardware flexibility. No longer does UI need to staff a diverse group of agents at each call center location, every day. Citizens have access to a diverse pool of agents that speak a wide range of languages, such as Spanish, Russian, and Vietnamese, regardless of their location within the state. OED has successfully deployed an Enterprise Call Center solution meeting a wide range of public and government needs statewide. We are now discovering all the great things we can do from a business perspective with the new, unified call center system, says Tom Byerley, Director Unemployment Insurance

3 Description The mission of the Oregon Employment Department (OED) is to support economic stability for Oregonians and communities through the payment of unemployment benefits. OED operates three Unemployment Insurance (UI) Call Centers around the state to process initial unemployment claims, weekly unemployment benefit claims, and adjudication of issues related to claims. Prior to October 2009, the Centers operated independently with dedicated resources, infrastructure, and customer dial-in lines. Each Center serviced customers in one of three geographic regions, however high call volumes at any one Center would result in customers having to call another Center for service. During this time period, Call Centers statewide were receiving approximately 110,000 calls each month. Problem: The hardware infrastructure in all three Call Centers was approaching the end of its life cycle and software supporting operations would soon follow. Also, the cost of maintaining multiple Call Centers was growing exponentially, and maintaining services for unemployment customers was becoming increasingly difficult with the available resources. Many of the Call Centers were operating at capacity and would soon require upgrades to handle the forecasted call volumes. Challenge: OED Information Technology Services (ITS) was asked to provide a call center solution that was transparent to both the UI team and their public customers. A solution needed to be in place within nine months and ready to handle a forecasted spike in the call volume. This was an extremely aggressive project completion date even under the best of circumstances. In addition, this project that was highly visible to the state legislature, as well as the public during a time when the unemployment rate in Oregon placed the state among the highest in the nation. The failure of a state unemployment process would have significant consequences. The project budget also faced approval during a period of declining state revenue and legislative budget cuts, and upon approval, the funds would be closely monitored for deviations. Solution: Alternative solutions spanned a wide range of technology from hardware upgrades for the three existing Call Center infrastructure s, to the replacement of each center either individually or as an enterprise. The risk of failure increased exponentially with each of these choices. Identifying the solution included consideration of the business problem, associated challenges, risks, and other key decision factors. Based on state economic forecasts, the number of Oregon unemployed citizens was expected to increase an additional 25%, reaching a state unemployment rate of 10%. The Nortel software on current systems was also nearing end-of-life. Nortel support was still available, but future technological advancements were limited. Nortel software requires a Microsoft Windows 2000 Server legacy platform with Microsoft support terminating in Multiple call centers are costly to maintain in dollars and resources

4 Call Centers operating independently challenged the ability of the state to deliver a standard level of public service and human resource management. In the end, ITS decided on an enterprise solution to meet OED Strategic Objectives, the UI business requirements, and the needs of unemployment customers located within and outside the State of Oregon. This solution was a higher-risk alternative and a strategic partnership was identified as the method to mitigate a majority of that risk. More specifically, ITS partnered with Verizon and Cisco to deploy a Cisco Unified Communications (UC) platform across all three Call Centers using the Unified Contact Center Enterprise and Customer Voice Portal solution. This solution: Aligned OED with the chosen network infrastructure of the State Data Center (SDC). Utilized the state network backbone and provided an increase in bandwidth, reliability, and redundancy. Took advantage of existing Call Center PSTN telephony infrastructure to the greatest extent possible to reduce project scope, cost, and time while improving the quality of voice services to the customer. Leveraged the partnership with the SDC to include governance and integrated change management processes. Reduced the maintenance footprint of sustaining three separate Call Centers. Supported NASCIO, Oregon, and OED priorities and strategic objectives. Innovative Characteristics: Utilizing a VoIP-based Call Center solution compatible with the Cisco network platform chosen by the SDC, provided a flexible, cost-effective, and scalable solution. The new centrally managed VoIP infrastructure provides longterm flexibility for call routing to Call Center locations. Choosing a system based on the Cisco platform also provides synergy with the daily operations of the OED and SDC data networks, resulting in a lower overall total cost of ownership. The enterprise design reduces the maintenance footprint previously required to support three Call Centers, and improves the efficiency of processing state unemployment customers. Leverage: The Unified Communications (UC) platform developed for the UI Call Centers strategically positions OED for future growth and development in the following areas: Incorporation of two additional OED Interactive Voice Response (IVR) systems. Deployment of VoIP services to other offices replacing analog technology. Conference bridging with recording capability; currently an outsourced service. Providing video conference access and services for over 40 field offices throughout the state; reducing government travel and per diem costs. Increasing accessibility to OED infrastructure; improving business

5 Providing the framework for a workforce management solution to schedule Call Center agents based on historical call volumes. The Project: OED used the Project Management Book of Knowledge (PMBoK) framework for Initiation, Planning, Execution, Control and Closing processes. Senior Project Managers from OED and Verizon managed project activities under the guidance of the project steering group. OED maintained full oversight of the project and was directly responsible for the outcome. Call Centers were brought online individually with implementation of the last Call Center occurring October 1, 2009, on schedule. Contracted Quality Assurance services providing external monitoring and evaluation of project activities and successes from planning through execution, gave the project a final rating of Excellent for achieving 90% of the stated project goals, standards, and requirements. Results of the project were so successful that Cisco requested and received approval to document the project in a Case Study that is distributed globally. Significance The enterprise system with web-based user interfaces opened information and management doors that were previously accessible only to trained technical staff. The UI team has gained considerable control over the management of staff in the system, real-time call management, and user customizable reports. In addition: State leadership has access to real-time monitoring and reporting of statewide unemployment calls. UI managers and supervisors are able to immediately detect fluctuations in call volume and direct human resources accordingly. OED can now provide notification messages to the public within hours compared to the weeks it previously took an outside vendor. This capability also reduced the workload of Call Center staff and provides the public beneficiary at the beginning of a call, with timely information regarding new federal and state unemployment programs or benefits, or delayed check processing. This often eliminates the need for a caller to speak directly with a UI representative. Supervisors have an improved performance reporting capability to monitor employees for advanced skill qualification, conformance to established standards, and opportunities for remedial training. Technical Support staff use real-time monitoring and alert tools to respond to technical issues, prevent outages from affecting business operations, and improve system performance through system and component analysis features. OED has greater hiring flexibility for Call Center staff. A Unified Communications platform eliminates the need to staff each center with all skills and languages. Benefits Implementation of the UC platform came at a time when Oregon s unemployment rate was slightly over 11%, higher than previously forecasted at the beginning of the project

6 Even with a higher call volume, the public received immediate benefits of reduced wait times and improved voice quality. Examples include: Citizens and employers connect faster with employment service representatives through balanced workload and call prioritization. Citizens and employers receive notification of the current estimated wait time allowing them to plan for the duration of their call. Citizens receive special information announcements at the beginning of a call that may save them from having to stay on the line to talk with an agent. Employers receive faster service from Call Center Adjudication agents by accessing dedicated English and Spanish employer queues. Impact: Consideration of OED and State priorities and objectives occurred during project Initiation and Planning processes. The project successfully achieved these priorities and objectives and met NASCIO priorities for Strategy and Technology as noted below. OED strategic objectives: o UI Program Consistency and Quality 07-02: Improve quality and consistency in UI program delivery to improve customer satisfaction. o Business Continuity Planning 07-14: Ability to respond to unexpected events and restore services to the workforce community. Oregon State priorities: o Act on opportunities for consolidation and shared services with the State Data Center. o Ensure the continuity of state government operations in the event of a disaster or other business interruption. o Continuously improve the use of IT in support of state government programs and services. NASCIO priorities: o Consolidation: centralizing, consolidating services, operations, resources, and infrastructure. o Networking and unified communications. A strategic objective for ITS is to lower the maintenance footprint and associated costs needed to support and maintain delivery of public services. The Call Center Upgrade Project achieved steps towards that objective and recognized short-term benefits at the five-month point, much earlier than forecasted during project planning. This success is attributed to the solution chosen, coupled with the training of business and technical staff. This combination has created levels of OED self-sufficiency that are greater than what was possible with the previous Call Center system

7 The UI team is able to use a web-based GUI to add, move, change or re-skill agents within the enterprise Call Center. Additionally, the UI team has accessibility to larger amounts of information, and is able to create, modify and customize reports to fit specific needs. This ability has reduced the level of dependency on technical support. ITS currently has three highly skilled technicians to support hardware and application components of the system, and provide on the job training and mentorship to other members of the technical staff. These skilled technicians have already completed two complicated tasks that previously would have required contracted support; an estimated savings of $25,000. Outcome: In the first month of operation, agents received an additional 31,000 calls for a total 144,675 calls, an increase of 27.4% from the previous month. Subsequent months have experienced an average increase of 22,100 calls when compared to preproject monthly averages. The project is showing a high level of stability handling the increased call volume. Supporting key indicators of improved stability and performance, are fewer abandoned calls resulting mostly from technical difficulties, or excessive wait times. Pre-project data indicates an average of over 35,250 1 abandoned calls each month. The average number of abandoned calls each month following implementation is 15,955, a significant monthly decrease of approximately 20,000 calls. This is an extremely positive indication of improved stability and shorter public wait times. Return on Investment: OED is a public service organization with emphasis on providing quality service through human and technical resources. The quality provided through this project was immediately observable to the public through the notification of estimated wait time, special notification messages, quick responses by Call Center agents, and crystal-clear voice quality. Even more impressive is the quality of service that the public cannot see; the ability to seamlessly handle large call volumes every day with a reduced number of public customers dropped from service. OED will continue to provide this level of quality service and support using internal staff and relying less every day on contracted resources. Although secondary to quality, financial return was apparent within the first six months of operation. OED staff performed tasks normally outsourced, for an estimated savings of $50,000, with a total timesaving of over two months. This trend will continue throughout the life of the project and rise as the skills of OED staff members increase. Another exciting return on investment is the significant reduction of our carbon footprint. OED eliminated 22 physical servers and hardware appliances during this project through technology upgrades and utilization of virtual servers. This combined approach reduced our carbon emissions (CO2) by an estimated tons, the equivalent of removing 21 cars from the road 2. 1 The previous Call Center system could not record certain types of abandoned calls based on the point at which the call disconnected. The actual number of abandoned calls is higher than the figure displayed. 2 The sustainability conversion calculator was provided through

Unemployment Insurance Virtual Hold

Unemployment Insurance Virtual Hold STATE OF OREGON EMPLOYMENT DEPARTMENT Unemployment Insurance Virtual Hold NASCIO Award Submission 2011 Category: Fast Track Solutions Sponsors: Susan Johnson Unemployment Insurance Assistant Director Troy

More information

Understanding the Benefits of Unified Communications

Understanding the Benefits of Unified Communications Understanding the Benefits of Unified Communications Overview Increasing operating efficiencies is more important than ever in today s business. Competitive pressures force organizations to improve processes

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Cisco Virtual Office Unified Contact Center Architecture

Cisco Virtual Office Unified Contact Center Architecture Guide Cisco Virtual Office Unified Contact Center Architecture Contents Scope of Document... 1 Introduction... 1 Platforms and Images... 2 Deployment Options for Cisco Unified Contact Center with Cisco

More information

Enhanced Call Tracking System (ECaTS)

Enhanced Call Tracking System (ECaTS) NASCIO 2013 State IT Recognition Awards Enhanced Call Tracking System (ECaTS) Category Data, Information and Knowledge Management Project Initiation Date: April 2009 Project Completion Date: July 2012

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Effectively Managing Communications with Customers During a Service Outage

Effectively Managing Communications with Customers During a Service Outage Effectively Managing Communications with Customers During a Service Outage A money saving approach that can also increase customer satisfaction Table of Contents Limitations of Traditional Approaches to

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Solutions. Unified Communications Answering the Call for Greater Collaboration and Productivity

Solutions. Unified Communications Answering the Call for Greater Collaboration and Productivity Solutions Unified Communications Answering the Call for Greater Collaboration and Productivity Unified Communications The typical user can save up to 30 minutes a day by being able to manage their voicemail,

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

The Aspect Unified IP Five 9s Environment

The Aspect Unified IP Five 9s Environment Technical Overview The Aspect Unified IP Five 9s Environment Technical Overview Aspect Unified IP 7 is a next-generation customer contact solution that enables companies to interact with consumers through

More information

B. Executive Summary

B. Executive Summary B. Executive Summary Across the country, state governments face tough economic challenges. High unemployment is causing record numbers of citizens to seek public assistance, straining government s aging

More information

Untangle communication complexity with ShoreTel s brilliantly simple solution

Untangle communication complexity with ShoreTel s brilliantly simple solution Untangle communication complexity with s brilliantly simple solution 2 UNTANGLING COMPLEXITY Untangle complexity Change is a constant today. The Internet has transformed business into an always-on world

More information

Cisco Unified Videoconferencing Manager Version 5.0

Cisco Unified Videoconferencing Manager Version 5.0 Data Sheet Cisco Unified Videoconferencing Manager Version 5.0 A comprehensive management suite for Cisco Unified Videoconferencing solutions. The Cisco Unified Videoconferencing product line an integral

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

Contact Center on Demand

Contact Center on Demand Contact Center on Demand Benefits Contact Center on Demand is a comprehensive, next-generation virtual contact center that allows you to: Manage end-to-end customer support and outreach services Interact

More information

The Business Case for Unified Communications November 2013

The Business Case for Unified Communications November 2013 Wikipedia s definition of Unified Communications (UC): UC is the integration of real-time communication services, such as: Instant messaging (chat) Presence information Telephony (including IP telephony)

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

eircom unified communications solutions giving your teams the power to deliver

eircom unified communications solutions giving your teams the power to deliver eircom unified communications solutions giving your teams the power to deliver In a fast-moving world, information is power Business today moves fast: If your teams can t easily access the right resources

More information

Contact Center. UC for Enterprise Contact Center Suite

Contact Center. UC for Enterprise Contact Center Suite Contact Center UC for Enterprise Contact Center Suite UC for Enterprise Contact Center suite of applications is the ideal solution for high-traffic contact centers that want to improve responsiveness to

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

NASCIO 2014 State IT Recognition Awards

NASCIO 2014 State IT Recognition Awards NASCIO 2014 State IT Recognition Awards Ohio Nomination for Enterprise IT Management VOICE IN THE CLOUD - TELEPHONY AS A UTILITY SERVICE Category: Enterprise IT Management Contact: Katrina B. Flory Ohio

More information

Inter-Tel 5000 Network Communications Solutions

Inter-Tel 5000 Network Communications Solutions Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your

More information

Cisco Unified Intelligent Contact Management Enterprise 7.5

Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

Revenue and Sales Reporting (RASR) Business Intelligence Platform

Revenue and Sales Reporting (RASR) Business Intelligence Platform Department of Information Resources Revenue and Sales Reporting (RASR) Business Intelligence Platform NASCIO 2009 Recognition Awards Category: Data, Information and Knowledge Management Executive Summary

More information

For the MiVoice Business Platform

For the MiVoice Business Platform brochure MITEL MiCONTACT Center Enterprise & Business For the MiVoice Business Platform STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface

More information

The Communications Partner That Can Transform Your Business

The Communications Partner That Can Transform Your Business The Communications Partner That Can Transform Your Business Broadcore s comprehensive service offering is very valuable to our organization. We no longer manage several different providers to get reliable

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2

More information

The Right Way to Do Contact Center Reporting

The Right Way to Do Contact Center Reporting The Right Way to Do Contact Center Reporting 2012 Sponsored By: - i - DMG Consulting LLC Table of Contents Introduction... 1 Contact Center Reporting Requirements... 2 Top Contact Center Key Performance

More information

Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution

Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution zeacom communications center business solutions paper Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution We selected Zeacom because it allowed us to incorporate multimedia

More information

Solution White Paper b+s Fusion for Finesse

Solution White Paper b+s Fusion for Finesse Solution White Paper b+s Fusion for Finesse December 2015 Todd Samalin, Sales Engineer Index Introduction... 3 Cisco Desktop Strategy... 3 Our Solution: b+s Fusion for Finesse... 4 Bucher + Suter s Fusion

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

Department of Technology Services

Department of Technology Services Department of Technology Services 2016-2019 Strategic Plan DTS Dept. of Technology Services Utah Code 63F- 1-203 explicitly requires the Chief Information Officer (CIO) to prepare an executive branch strategic

More information

BEST PRACTICES RESEARCH

BEST PRACTICES RESEARCH 2013 Frost & Sullivan 1 We Accelerate Growth Growth Leadership Award Conferencing Services Europe, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50th year in business with

More information

How Virtualization Complements ShoreTel s Highly Reliable Distributed

How Virtualization Complements ShoreTel s Highly Reliable Distributed WHITE PAPER How Virtualization Complements s Highly Reliable Distributed Architecture How Virtualization Complements s Highly Reliable Distributed Architecture Table of Contents 1. Executive summary...3

More information

Managing Risks in an Increasingly Automated Customer Contact Center

Managing Risks in an Increasingly Automated Customer Contact Center Managing Risks in an Increasingly Automated Customer Contact Center By Thomas Phelps IV, Michael Thomas and Leonard Kiing Managing Risks in an Increasingly Automated Customer Contact Center EXECUTIVE

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

Understanding The Benefits Of Unified Communications And Hosted VoIP

Understanding The Benefits Of Unified Communications And Hosted VoIP Understanding The Benefits Of Unified Communications And Hosted VoIP oip Having Unified Communications (UC) in place can benefit not only your organisations but also your employees and customers. The Benefits

More information

Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0

Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0 Data Sheet Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling

More information

2011 NASCIO RECOGNITION AWARDS NOMINATION

2011 NASCIO RECOGNITION AWARDS NOMINATION 2011 NASCIO RECOGNITION AWARDS NOMINATION CATEGORY: IMPROVING STATE OPERATIONS Call Center Network Platform Application Upgrade Project (CCNPAU) State of California Employment Development Department And

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

SITEL Voice Architecture

SITEL Voice Architecture SITEL Voice Architecture www.sitel.com SIP Voice Architecture: What is it? And how contact center operators can save money using it. By: Kevin Weier, Director, Global Voice Infrastructure and Architecture,

More information

Avaya Aura Session Manager

Avaya Aura Session Manager Avaya Aura Session Manager Avaya Aura Session Manager is the core of Avaya s revolutionary Session Initiated Protocol (SIP) based cloud computing architecture. The Session Manager platform makes it possible

More information

Contact Center Applications Market in India CY 2014

Contact Center Applications Market in India CY 2014 Contact Center Applications Market in India CY 2014 Customer Experience and Omnichannel Interaction Leading to High Adoption 9AC4-70 June 2015 Contents Section Slide Number Executive Summary 3 Market Definitions

More information

The all-in-one Unified Communications solution for SMBs.

The all-in-one Unified Communications solution for SMBs. OpenScape Business The all-in-one Unified Communications solution for SMBs. Improve your performance and take your business to the next level with Unified Communications. Amplifying opportunities The success

More information

Improving the Contact Center Customer Experience

Improving the Contact Center Customer Experience WHITE PAPER Improving the Contact Center Customer Experience The Case for Next-Generation Customer Care Solutions With SOA The contact center has become the communications frontline for all critical consumer

More information

Solution White Paper. b+s Fusion for Finesse. March 2016 Todd Samalin, Sales Engineer

Solution White Paper. b+s Fusion for Finesse. March 2016 Todd Samalin, Sales Engineer Solution White Paper b+s Fusion for Finesse March 2016 Todd Samalin, Sales Engineer Inhalt Introduction... 3 Cisco Desktop Strategy... 3 Our Solution: b+s Fusion for Finesse... 4 b+s Fusion CRM... 4 b+s

More information

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new?

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE In today s digital age, it s

More information

Frustrated with your current NON-unified communications

Frustrated with your current NON-unified communications Frustrated with your current NON-unified communications solution want to know how to transform and innovate your existing investment? Troy Roberts General Manager AUS/NZ CallTime Solutions Opening Question

More information

Legal Services. Solutions

Legal Services. Solutions Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business

More information

NASCIO 2013 Award Submission. PennConnect Unified Communications Project (IP Telephony, Unified Communications and Collaboration)

NASCIO 2013 Award Submission. PennConnect Unified Communications Project (IP Telephony, Unified Communications and Collaboration) NASCIO 2013 Award Submission PennConnect Unified Communications Project (IP Telephony, Unified Communications and Collaboration) Information Communications Technology (ICT) Innovations Lanny Black Chief

More information

The Cross-Media Contact Center

The Cross-Media Contact Center Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact

More information

CENTRIX IP TELEPHONY. Centrix IP Telephony

CENTRIX IP TELEPHONY. Centrix IP Telephony Centrix IP Telephony WHAT IS IP Telephony? IP telephony enables you to extend highly secure, reliable, and consistent communications services to all your employees whether they re part of head office,

More information

State of Montana. Office Of Public Instruction IT Strategic Plan 2014. 1. Executive Summary

State of Montana. Office Of Public Instruction IT Strategic Plan 2014. 1. Executive Summary State of Montana Office Of Public Instruction IT Strategic Plan 2014 1. Executive Summary 1 The IT Division has experienced dramatic growth of its supported environment in the past three to four years.

More information

The Financial Benefits of Using LiveAction Software for Network QoS

The Financial Benefits of Using LiveAction Software for Network QoS White Paper The Financial Benefits of Using LiveAction Software for Network QoS How implementing network quality of service management can provide quantifiable cost savings, improved profitability and

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Virtualization: The entire suite of communication services can be deployed in a virtualized environment 2.

Virtualization: The entire suite of communication services can be deployed in a virtualized environment 2. Virtualization: The 5 Trends That Can Extend Its Value Now that virtualization is the enterprise IT norm, how can you make it work best for you? Virtualization has become the norm in today s business and

More information

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

Whitepaper WHY MOVE VOICE TO THE CLOUD

Whitepaper WHY MOVE VOICE TO THE CLOUD WHY MOVE VOICE TO THE CLOUD Why Move Voice to the Cloud 2 Table of Contents Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4

More information

deeper Transformation in the contact center environment

deeper Transformation in the contact center environment IBM Business Consulting Services Transformation in the contact center environment Balancing cost, the customer experience and revenue enhancement to truly differentiate the contact center. deeper Executive

More information

Doug C. Wells Technical Architect

Doug C. Wells Technical Architect VIRTUAL CALL CENTER Doug C. Wells Technical Architect Information Processing Division How Did DETR Get Here? What We Had: Existing system at end of life, out of warranty, and no vendor support Replacement

More information

IP Telephony: Reliability You Can Count On

IP Telephony: Reliability You Can Count On WHITE PAPER IP Telephony: Reliability You Can Count On Architecture Matters Table of Contents 1. IP Delivers a Foundation for Reliability.................................. 3 2. Compare Three Different

More information

Avaya Aura Experience Portal

Avaya Aura Experience Portal Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth. Avaya Can Help

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Whitepaper WHY VOICE IN THE CLOUD

Whitepaper WHY VOICE IN THE CLOUD WHY VOICE IN THE CLOUD Why Voice in the Cloud 2 TABLE OF CONTENTS Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4 PREDICTABLE

More information

Which. Hosted vs On-Premises UC: is right for your. business?

Which. Hosted vs On-Premises UC: is right for your. business? Which Hosted vs On-Premises UC: is right for your business? Hosted vs On-Premises UC: Which is right for your business? When considering your next phone system, there are lots of choices available today.

More information

Design Your Network For Maximum Efficiency

Design Your Network For Maximum Efficiency Design Your Network For Maximum Efficiency Terry OʼBrian Windstream Product Marketing! 2012 Windstream Communications, Inc.! Agenda! Company Overview! Businesses Need Better Networks! How MPLS Solutions

More information

Colt VoIP Access. 2010 Colt Technology Services Group Limited. All rights reserved.

Colt VoIP Access. 2010 Colt Technology Services Group Limited. All rights reserved. Colt VoIP Access 2010 Colt Technology Services Group Limited. All rights reserved. Business requirements Are you looking for ways to simplify management of national or even international voice services

More information

NEWT Managed PBX A Secure VoIP Architecture Providing Carrier Grade Service

NEWT Managed PBX A Secure VoIP Architecture Providing Carrier Grade Service NEWT Managed PBX A Secure VoIP Architecture Providing Carrier Grade Service This document describes the benefits of the NEWT Digital PBX solution with respect to features, hardware partners, architecture,

More information

The Case for Managed Application Services

The Case for Managed Application Services The Case for Managed Application Services By Jim Metzler, Cofounder, Webtorials Editorial/Analyst Division Introduction A new generation of managed services provider (MSP) is producing a new generation

More information

Meridian Public Schools

Meridian Public Schools +- Meridian Public Schools Unified Communications Request for Proposal April 12 th 2012 Submitted by: Vendor Name: Phone #: Email: TABLE OF CONTENTS 1. COMPANY OVERVIEW...3 2. INSTRUCTIONS...4 2.1. OBJECTIVE...4

More information

Solution White Paper CRM Connectors

Solution White Paper CRM Connectors Solution White Paper CRM Connectors March, 2016 Todd Samalin, Sales Engineer Index Introduction... 3 Why integrate?... 3 Unified multichannel contact center... 4 Screen pops... 5 Advanced CRM Functionality...

More information

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer Solution White Paper CRM Connectors April, 2015 Todd Samalin Sales Engineer Index Introduction... 3 Why integrate?... 5 Unified multichannel contact center... 6 Screen pops... 7 Advanced CRM Functionality...

More information

UNIVERGE SV8000 Series. Fulfilling the promise of UNIVERGE 360

UNIVERGE SV8000 Series. Fulfilling the promise of UNIVERGE 360 UNIVERGE SV8000 Series Fulfilling the promise of UNIVERGE 360 It s all about change And preparing for it Our working environment is rapidly changing, with organizations of all types continually looking

More information

Blue Bolt ACD. Key Benefits

Blue Bolt ACD. Key Benefits Blue Bolt ACD Key Benefits Can be run locally, in cloud or in hybrid environments Wide option of additional customized applications Easy to integrate with 3rd party applications Advanced reporting and

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

Business Cloud Services

Business Cloud Services Business Cloud Services Unified Communications in the Cloud Flexible. Economical. Powerful. UNIVERGE BLUE Business Cloud Services by NEC delivers enterprise-grade Voice, Mobility, Messaging, Presence,

More information

If you are ready to order please contact: Jon Shelby at jons@continuant.com Pam Taylor at pamt@continuant.com

If you are ready to order please contact: Jon Shelby at jons@continuant.com Pam Taylor at pamt@continuant.com Continuant is currently under the Texas DIR contract DIR-SDD-2254 which allows us to provide our services to all state and local Texas entities with little to no negotiation. For more information please

More information

A Better Way to Deploy. Automation solutions to reduce IP Telephony Deployment Pain and increase Profit Margins

A Better Way to Deploy. Automation solutions to reduce IP Telephony Deployment Pain and increase Profit Margins White Paper A Better Way to Deploy Automation solutions to reduce IP Telephony Deployment Pain and increase Profit Margins I. For service providers and system integrators, migrating customers to IP telephony

More information

THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS

THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS The CXO s Guide to Managing Expansion While Controlling Costs & Compliance Considerations 2 45% OF IT PROFESSIONALS

More information

white paper Why Moving Your Contact Center to the Cloud is the Way to Go

white paper Why Moving Your Contact Center to the Cloud is the Way to Go white paper Why Moving Your Contact Center to the Cloud is the Way to Go WHITE PAPER table of contents 3 abstract 3 the changing contact center industry 4 cost benefits of hosted solutions 4 Scalability

More information

Across China: The State Information Center s Nationwide Voice-over-IP Network

Across China: The State Information Center s Nationwide Voice-over-IP Network Across China: The State Information Center s Nationwide Voice-over-IP Network A customer case study from Quintum Technologies The State Information Center (SIC) is the government body responsible for delivering

More information

IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY

IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact

More information

Waiting for a compelling event?

Waiting for a compelling event? Waiting for a compelling event? Waiting for a compelling event to kick off bringing your telephone system into the 21st century is probably costing you money. Not many senior managers under-estimate the

More information

The Case for Managed Infrastructure Services

The Case for Managed Infrastructure Services The Case for Managed Infrastructure Services By Jim Metzler Jim@Kubernan.Com Introduction Providers of network transmission services have been evolving their infrastructures toward a next generation network

More information

Unified Communications. ebook

Unified Communications. ebook Unified Communications ebook Unified Communications ebook Chapter 1: Technology Overview Chapter 2: Business Benefits Chapter 3: Top 3 Myths Chapter 4: What Do I Need? Chapter 5: Why World Wide Technology?

More information

state of south dakota Bureau of Information & Telecommunications Provide a Reliable, Secure & Modern Infrastructure services well-designed innovative

state of south dakota Bureau of Information & Telecommunications Provide a Reliable, Secure & Modern Infrastructure services well-designed innovative Strategic Plan 2015-2017 state of south dakota Bureau of Information & Telecommunications 1GOAL ONE: Provide a Reliable, Secure & Modern Infrastructure services security technology assets well-designed

More information

IP Telephony Basics. Part of The Technology Overview Series for Small and Medium Businesses

IP Telephony Basics. Part of The Technology Overview Series for Small and Medium Businesses IP Telephony Basics Part of The Technology Overview Series for Small and Medium Businesses What is IP Telephony? IP Telephony uses the Internet Protocol (IP) to transmit voice or FAX traffic over a public

More information

The Future of Business Collaboration. Delivered.

The Future of Business Collaboration. Delivered. Singtel Business Product Factsheet Managed Unified Communications-as-a-Service Defense Services The Future of Business Collaboration. Delivered. Looking to meet changing business communications needs but

More information

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types

More information

Call Center Solution. From

Call Center Solution. From Call Center Solution From About Manila Voice Manila Voice is a provider of state-of-the art Hosted Business Communications Services, and comprehensive, integrated network solutions. We ensure quality,

More information

Virtual Servers VIRTUAL DATA CENTER OVERVIEW VIRTUAL DATA CENTER BENEFITS

Virtual Servers VIRTUAL DATA CENTER OVERVIEW VIRTUAL DATA CENTER BENEFITS Virtual Servers VIRTUAL DATA CENTER OVERVIEW The SOFTeR Virtual Data Center is a Virtual Private Cloud Computing Service that enables customers to leverage guaranteed resource reservation pools (processor,

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

Aurus PhoneUp Improved user experience for Cisco enterprise UC deployments

Aurus PhoneUp Improved user experience for Cisco enterprise UC deployments Aurus PhoneUp Improved user experience for Cisco enterprise UC deployments PhoneUP Directory Enterprise global directory automatically aggregates contact data from diverse data silos and makes it accessible

More information

VIRTUALIZATION THE FOUNDATION OF CLOUD COMPUTING

VIRTUALIZATION THE FOUNDATION OF CLOUD COMPUTING VIRTUALIZATION THE FOUNDATION OF CLOUD COMPUTING TM 989 Old Eagle School Road Suite 815 Wayne, PA 19087 USA 610.964.8000 www.evolveip.net Did You Know Approximately 70 percent of a typical IT budget in

More information