Company Overview:
Each of these 11 centers serves a different type of caller
and/or call type, where multiple toll-free numbers are provided to
the active, reserve, civilian, and retiree populations served.
This government organization realized that to better serve its
end users and to reduce costs, callers should have a single
point-of-entry and consistent user experiences across centers. The
organization recognized that sophisticated self-service and speech
recognition applications could help obtain these goals.
The main drivers for this initiative were to streamline the
customer service delivery model to provide a single
point-of-contact for customers, reduce telephony expenditures,
consolidate call center and customer site operations, and move
transaction-based interactions to self-service channels, including
speech applications and the Internet.
This government organization also realized that moving to a VoIP
solution for their civilian call center personnel at a local
facility would help them better leverage their resources and
capacity.
Purpose:
To provide a single point of entry for all of the large Federal
government organization's customers for all military and civilian
personnel utilizing their services.
Business Objectives:
- Provide single point-of-entry for all personnel related
calls.
- Provide a similar user experience despite the type of caller
accessing the center.
- Reduce telecommunications and personnel costs by migrating
their largest centers to VoIP technology.
- Fully managed turnkey solution for enterprise call
routing.
The Solution:
ICS Managed Services Operate and Run from eLoyalty.
The Process:
- Assist in the creation of an integrated point for all inbound
call handling, offering end users a single telephone number for
gaining access to customer contact representatives on a 24/7/365
basis.
- Consolidate multiple 800 numbers into one 800 number to handle
inbound calls and routing to multiple call centers. The solution
includes messaging and treatment for callers in queue, prior to
subsequent routing.
- Develop the architecture design for this network-level IP-based
Cisco CVP application, with capability to intelligently deliver
calls to the centers.
- Host the solution as a turnkey managed service, including
systems design, systems integration, daily operations, monitoring,
and technical support.
- Design, implement, and support an IPCC solution, including
integration to a third party IVR system, to migrate local facility
civilian personnel contact center to a VoIP platform.
Results:
- eLoyalty's client has a greater ability to provide a consistent
user experience and the ability to direct calls from one single 800
number to any of the in-scope call centers.
- Drastically reduced costs while increasing functionality for
their contact center at the local facility.
- The Cisco suite serves as an ideal technology foundation upon
which to enable this armed services division's operations
strategy.
