IVR

Deltacom (News - Alert), a provider of communications services to customers in the southeastern United States, has reportedly expanded its partnership with the State of Florida’s Department of Management Services to provide a network-based interactive voice response (IVR) solution.

 

The IVR solution has been implemented for the State of Florida’s Agency for Workforce Innovation. The solution will assist its contact centers with call handling of unemployment benefit inquiries and claims processing. DMS officials said the solution will be soon extended to several of its other state agencies in the future.

 

According to company officials, Deltacom’s solution allows AWI to separate calls by preferred language and then further identifies each caller’s need, for example, to report job search activity, inquire about an existing claim, or to request information about available benefits. Upon receiving the responses by the caller, the IVR generates an appropriate response or places the caller in queue to speak with a live English-, Spanish- or Creole-speaking agent.

 

The IVR system also provides real-time reporting, which helps AWI monitor and proactively plan its agent resources. According to AWI officials, the IVR has helped AWI to increase its number of answered calls to 98 percent. It has also helped AWI to greatly improve communications efficiency with its customers.

 

“The Department of Management Services works daily to provide smarter, better, faster services to our customers, and we are pleased that our Telecommunications Division with the help of Deltacom identified this solution,” said Linda H. South, secretary at DMS, in a statement. “It is critical that the Agency for Workforce Innovation has tools to increase its efficiencies during this time when their customers’ needs are at an all-time high.”

 

Deltacom has been a longstanding partner of the State of Florida’s Department of Management Services. Their partnership has helped the state’s agencies serve their communities.

 

“We are proud to have designed a solution that meets AWI’s growing demands and provides such a dramatic improvement in the customer service levels that the State of Florida can now deliver to its residents,” said Tony Tomae, Deltacom’s executive vice president of sales and marketing.

 

Last month Deltacom announced the extension of its digital optical network into several metro markets with the help of Infinera’s (News - Alert) ATN metro edge platform. Under its Interstate FiberNet carrier group, Deltacom will now provide GigE, 2.5Gbps and 10Gbps wavelength services in a number of metro markets, said company officials.