Government Organization Provides Services to Armed Forces Constituents Across the World Through 11 Call Centers Located Throughout the United States
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.