Company Overview:
This government organization provides services to armed forces
constituents across the world through 11 call centers located
throughout the United States. Each center serves a different type
of caller and/or call type, and multiple toll-free numbers were
provided to the active, reserve, civilian, and retiree populations
served.
Purpose:
The organization realized that to better serve its end users and
to reduce costs, the 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.
Business Objectives:
- Streamline the customer service delivery model to provide a
single point-of-contact for end users.
- Consolidate call center and customer site operations
- Move transaction-based interactions to self-service channels,
including speech applications and the Internet.
The Solutions:
- Network-level IP-based Cisco Customer Voice Portal (CVP)
application, with capability to intelligently deliver calls to any
one of eleven different call centers and 1,100 agents.
- eLoyalty is hosting the solution as a turnkey managed
service.
- 24x7 Support and Monitoring including single point-of-contact
for cross-vendor interfaces.
The Process:
- Designed the architecture as 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.
- Consolidated multiple 800 numbers into one 800 number to handle
inbound calls and routing to multiple call centers.
- Solution includes messaging and treatment for callers in queue,
prior to subsequent routing.
Results
- Greater ability to provide a consistent user experience.
- Able to direct calls from one single 800 number to any of the
in-scope call centers.
- Improved end-to-end call management across the centers.
