IVR & Multi-Site
Contact Center Implementation
The California Department of Child Support Services (DCSS) was seeking a statewide, centralized contact center solution that improved efficiency and cut costs. PTP led a strategic technology and CX assessment to pinpoint areas for improvement, implemented a streamlined contact center platform, and provided ongoing project management, training, and support services.
Due to legislative reform, DCSS was required to boost the efficiency of statewide operations. However, as a result of their current contact center setup, they were faced with various challenges, including:
The difficulty of delivering consistent service quality across 59 independently-operated sites
100 different local and toll free numbers requiring IVR system management
The varying maintenance required for each site’s call center environment
Centralizing for Greater CX, Greater Efficiencies
By constructing a broad-reaching solution that united the numerous contact center sites, PTP supported DCSS in fulfilling all new requirements. Our solution and implementation included:
A Centralized Approach with Improved Capabilities
Featuring a centralized headquarters data center (supporting 58 counties), a centralized speech-enabled IVR system (bilingual), and a Genesys-based solution with intelligent call routing to all counties.
Computer Telephony Integration (CTI) and Voice Over IP (SIP Server) Core Network Routing
Allowing improved efficiency and efficacy through technology.
Expanded Reporting and Monitoring
Reporting and telecommunications network and quality monitoring was made available at the state and county levels.
download Full Case Study
Measurable improvements in the customer experience
100 numbers consolidated into 1 statewide
toll-free number for public use
Expanded management capabilities
The DCSS is a state child support program, partnering with parents and guardians to ensure that families receive court-ordered financial and medical support. The network of 48 county and regional agencies serve approximately 1.4 million children and their families throughout California.
CAN BE YOUR SUCCESS
Since our beginning, we've been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we'd like to do the exact same for you. Just give us a call to get the conversation started.