Contact Center

Service Description

Voice Agent-Based Contact Center services provide agencies with the ability to manage large volumes of incoming calls with call traffic routing and reporting applications. The latest Contact Center applications are supported on the Enterprise Contact Center, a modern IP based call center solution.

Contact Center applications allow agencies to route incoming traffic to high volume customer support centers according to a number of agency defined parameters such as number dialed matched to agent skill level, agent availability and time of day. Contact Center reporting provides managers and support group supervisors the ability to see real time call answering performance such as average work time, calls in queue and call abandonment as well as a variety of reports detailing historical information.

By performing a detailed review of current operations and identifying agency goals and objectives, the Office of State Finance (OSF) can design and implement the appropriate Contact Center applications and services to enhance customer service, improve operational efficiencies and handle contacts more effectively.

Contact Center services can be deployed across the State's backbone network to locations throughout the State. Using the backbone network allows the service to be deployed close to available personnel resources needed to staff high volume call operations. The architecture of the service is defined in 2 essential offers as shown below:

Basic Service

• Call flow design
• Skills based routing
• Management reporting

Enhanced Service

• Computer Telephony Integration (CTI)
• Voice Portal (IVR)
• Screen pops for voice, web or e-mail interactions
• Remote agent
• Outbound contact

An OSF Voice Service Network analyst will assist the agency in analyzing its business needs and determining applicable Contact Center requirements.

A Contact Center design consultant will then meet with the agency to understand the business needs, document the requirements and recommend the applications that will best meet the agency’s needs.

Once a design is completed, OSF engineers work with the agency to develop and implement the necessary IP and voice network services infrastructure necessary to implement successful Contact Center applications.

Customer Benefits

• Centralized service for all agency requested services
• Reduce agency cost

Customer Market

This service is available for all Oklahoma state agencies, offices, officers, bureaus, boards, commissions, counsels, units, divisions, bodies, authorities, or institutions of the executive, legislative, or judicial branches of state government.   It is also available to counties, municipalities, townships, Tribal governments, and other political subdivisions. 

Customer Responsibilities

• Contact the OSF Service Desk and open a service request case for Contact Center services. An OSF analyst will help the agency define its business requirements, budget, and the IT impact of the service.
• Before opening a service request, the customer needs a clear understanding of the agency’s goals for service delivery and/or objectives for improved delivery of services. These 2 factors are critical to developing an effective service implementation.

How Do We Charge?

Basic Service

• Fixed monthly price per agent
• Fixed monthly price per supervisor
• Fixed hourly rate for call flow redesign

Enhanced Service

• CTI
  • Fixed monthly price per agent per channel. A channel can be voice, e-mail, web or any combination
  • One-time charge for application development
• Outbound Contact
  • Fixed monthly price per agent
  • One-time charge for application development
• Remote Agent
  • Fixed monthly price per agent
• Fixed hourly rate for support of application redesign

Please contact the OMES Service Desk if you need any addition information about services in this catalog.