Company Overview:
This client provides the military health care system with access
to the finest health care services available. This is accomplished
through a partnership between the military's direct-care system and
the private sector that results in an integrated approach to
meeting the health care needs of active duty members, retirees and
their families.
Purpose:
The company experienced a large increase in business due to a
recent contract award, and required new technology to integrate
multiple field offices and call centers across a multi-region U.S.
area.
Business Objectives:
- Meet call volumes and government requirements on time.
- Establish best-in-class solution platform to enable future
contract awards.
The Solutions:
- Cisco Unified Contact Center Enterprise and Cisco Unified
Communications Manager for Voice over IP Telephony for ~600 users
across seven sites.
- Cisco Customer Voice Portal (CVP) for IVR Self-service with
Speech Recognition from Nuance Communications.
- Workforce Management.
- Enterprise Command Center Solution (ECCS) from eLoyalty.
- Integration with a 3rd party claims processor.
- The VoIP Telephony solution is also an enterprise level
solution, which not only services contact interaction center
specific calls, but also administrative and personal calls across
the enterprise.
The Process:
- eLoyalty provided overall project management, requirements
definition, design, deployment and support.
- We facilitated detailed design sessions together with multiple
vendors and service delivery partners.
Results:
This project was deployed on time, including the IP Telephony,
data networking and call center application functionality, and met
the stringent timing demands dictated by the U.S. military.
