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Georgia Transforms
Constituent Engagement
with Hosted Contact Centers

Contact Solutions Supports Multiple Agencies with
Highly Effective, Affordable Technologies

Contact Solutions is proud to provide the State of Georgia with hosted contact center (HCC) solutions. The State’s collaborative effort to streamline HCC bid processes, which involved decision makers across Human Services, Corrections and other agencies, has consolidated and prequalified a pool of HCC vendors for agencies to choose from.

As an approved HCC vendor, Contact Solutions delivers multilingual, multi-channel interactive voice response (IVR) and contact center infrastructure solutions for Georgia’s citizens and state workers. We have been effectively supporting Georgia programs for almost a decade to help the State modernize processes and quickly address constituent needs. (See HCC contract here)

Our cloud-based technologies have been proven in successful deployments supporting 56 programs in 43 states over the last decade. They reflect our extensive experience in the government sector and strong focus on large-scale contact center operations.

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Adaptive Interactive Voice Response (IVR)

A secure, cloud-based, dynamic, self-service platform that leverages a robust business intelligence framework to create highly personalized experiences.

  • Massively scalable to support planned growth or unexpected spikes in call volume
  • Highly available service delivery platform, with zero downtime since 2004
  • Seamless integration with CRM and other back-end systems
  • Fully secure: compliant with PCI, HIPAA, SSAE-16
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Cloud Contact Center Infrastructure

A highly flexible, customizable web-based platform that offers powerful contact center capabilities that optimize citizen engagement with HCC representatives.

  • Intelligent, multi-channel interaction routing to the right representative the first time
  • SingleView agent desktop that combines relevant citizen information from back-office systems and presents it to the representative in a clear and simple, consolidated view
  • Process Workflow Management for streamlined operational and business processes and reporting capability
  • Unified agent desktop infrastructure that consolidates all constituent engagement channels (voice, messaging, social media, email, fax, web
    • Agents receive a comprehensive, single view of current and historical constituent interactions to prevent missed information
    • One-stop platform that aggregates workflows: automated call distribution, PBX, computer telephony, multi-channel communication, integrations, analytics
    • Supervisor, agent, and administrator queues, roles, and workflows: virtual queuing, web or call queues, including skill-base routing and skill-set scheduling
    • Remote access via web-based services

  • Real-time reporting of constituent and agent interaction data for trending and business intelligence

  • Digital engagement via web, mobile web, and mobile app
    • Unique capability that provides continual, contextual support over time and across devices
    • Seamless transition from self-service to live assistance without changing channels
    • Full-featured agent desktop portal and CRM integration
    • Superior in-app multi-modal messaging capabilities and notifications 

  • Rich IVR self-service features:
    • Dynamic IVR
    • Satisfaction surveys
    • Outbound notifications
    • Computer telephony integration (CTI)
    • Authentication/verifications
    • Pay-by-phone/pay-by-web
    • Call deferral/call back
    • 1-way and 2-way SMS
    • Outbound email/fax
    • Secure voice messaging
    • Multi-lingual capability
    • Adaptive personalization
    • Multi-layered, automated fraud prevention to identify and stop fraud before it occurs 

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  • Comprehensive business intelligence focus that is the foundation for all our solutions and interactions. Data is converted to actionable intelligence to improve constituent experience (CX) and boost efficiencies.
  • Continuous improvement process throughout the contract. Contact Solutions provides system fine-tuning on an ongoing basis.

  • High-level client support and project management.

  • Guaranteed results (2-E RFQ statement of work).

  • Integrated solutions connected with State legacy systems to make agent and constituent experiences seamless.

Following are a few of the measureable benefits that have been achieved to date:

  • 33% reduction in call wait times for Office of Family Independence
  • 400% increase in self-service for OFI
  • 10,000 hours/year saved for Child Protective Services
  • 5-min. IVR survey replaces 15-20 min. live interview for Probationer Reporting

Strategic benefits to the State include:

  • Improved constituent experience
  • Faster issue resolution
  • Higher contact center agent productivity and remote agent capabilities
  • Lower costs from increased self-service usage
  • In-depth metrics and trends for business decision making

Click here for details on our contract with the Georgia Technology Authority including pricing and delivery specifications