Description

This demand driven state VoIP (Voice over IP) system distributes incoming telephone calls and other interactions including emails, web chats and faxes to a specific group of pre-determined agents.  Routing incoming interactions is the task of the ACD system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no need to talk to a specific person but who require assistance from any of multiple persons (e.g., customer service representatives at the Department of Motor Vehicles) at the earliest opportunity.

DII works with department representatives and our vendor partner to develop a interaction routing strategy.  The routing strategy is a rule-based set of instructions that tells the ACD how calls are handled inside the system. Typically this is an algorithm that determines the best available employee or employees to respond to a given incoming interaction.

This enterprise application allows for telephone calls to a main department number to be automatically distributed to various team members based on status. Team members can login and logout of the ACD group as needed. Calls can be distributed uniformly so that each member receives the same amount of calls each day or to a primary answering point with overflow calls distributing to backup team members.

Benefits

• Allows routing to multiple sites and remote or home workers - as well as the most efficient use of skills-based teams.
• Complete business continuance with calls able to be diverted at will as the emergency need arises.
• Maintain a comprehensive ‘up to the second’ and historical view of agent performance: by effectively managing and reporting on every citizen interaction
• Real time alerts: allows changes to contact center strategy based on SLA’s and abandon rates
• Comprehensive Administration: Manage operations from a single configurable, real time interface that provides second-by-second control
• Comprehensive Reports: Access to online data elements that intuitively reveal operational effectiveness
• Relationship building: call history data popped to agent screen by integrating with mainframe or server data thereby creating a more positive customer experience
• Better 1st call resolution with calls routed to the most appropriate person to assist with their call
• Developing staff skills: complete integration permits fostering of knowledgeable, and the creation of service-oriented customer care focused people.

Availability

System is available 24 x 7

Hours of Operation:

DII Staff Support is available Monday –Friday  7:45 a.m. to 4:30 pm

Agency/Departments can determine their own hours of operation per their individual business requirements. 

Maintenance Window (if applicable):

If maintenance is to be completed, the window of opportunity is Saturday 12:01 a.m. through Sunday 7:00 a.m.

Contact/Order Inquiries

For all service and support inquiries:

If you have questions or would like more information, please contact DII Telecommunications: 802-828-3544 Option 2.  The DII Project Management Office and the vendor partner Interactive Intelligence will design a solution based on the department/agency requirements.

More Information

As of April 2013, the current State departments utilizing the platform include the Department of Information and Innovation Service desk, Department of Human Resources, Department of Finance, Department of Labor, Department of Taxes, and the Department of Motor Vehicles.  Within the Agency of Human Services there are several divisions including Child Support, Economic Services and Family Services. 

Below is a chart of 2012’s call volume illustrating the platforms calling statistics at a high level. 

Price Model

As this is a demand service, pricing is configured per the business requirements as part of the project management timeline.  There are costs to configure the system with the routing strategy, hardware/software costs for the agents, annual maintenance fees and monthly telecommunications costs.

See information above under Contact/Order Inquiries to start the process for your department/agency.