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DVS has worked closely with a wide range of customers to deploy contact center and enterprise solutions. Here are a few high level examples for our work.
Regional Bank
Contact Center Requirements
- Integrate Contact Center with rest of enterprise
- Record all calls for problem resolution and agent training
- Screen Pop customer account information with incoming call
- Integrated Bank by Phone IVR with escape to contact center agent
- Queue inbound Faxes to Contact Center agents
- Presence management
- Disaster Recovery and Business Continuity
- Leverage corporate network to converge data and voice to a common network
Enterprise Requirements
- Simplify complex environment of 40 PBXs
- Corporate presence management of all employees (over 1000 users)
- Disaster Recovery and Business Continuity
- Unified Messaging with voice mail and fax
- Leverage corporate network to converge data and voice to a common network
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Solution
Phase 1
DVS worked with the bank to review the Contact Center requirements and understand the need to implement the solution quickly to maintain customer satisfaction. DVS deployed the CIC product suite, leveraging an industry standard SIP-based VoIP solution to handle all the Contact Center requirements. Deployment took about 6 weeks and successfully fulfilled all requirements. A second server was deployed in the bank’s disaster site for complete real time redundancy.
Phase 2
The Contact Center was so successful that the bank rolled out the entire business on CIC using the existing infrastructure. No new servers were required. Using the corporate email server CIC stores all voice mail and faxes in each individual’s “inbox.” In addition, the status of all employees is available in real time via the presence management feature. This feature unified all branches and departments of the bank regardless of where the representatives were located.
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Fortune 500 Healthcare Company
Contact Centers Requirements
- Multiple separate call centers (7) each running on separate legacy telcommunications equipment (300 agents total)
- Simplify complex infrastructure; difficult to maintain and administer
- Prioritize calls from major customers
- Queue Fax orders to agents for processing
- Screen Pop customer account information from JD Edwards for queued calls and faxes
- Record all calls for training and order confirmation
- Quality monitoring and coaching
- Extensive Analytics and reporting
- Web Chat for internal employee support application
- Outbound Dialer capability for automatically contacting customers with shipping information and urgent updates
IT Department Requirements
- IT Department needed a much simpler infrastructure to support
- Infrastructure should complement standard corporate network
- Deploy one application that could support all contact centers in the enterprise
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Solution
DVS worked with the customer to understand all common contact center needs and the unique requirements of each contact center. DVS installed CIC on a corporate standard server that the customer supplied. The largest and most critical contact center was deployed first with multi-media and skills based ACD routing, Call recording, screen pop, and more. From the initial software and hardware deployment 6 additional contact centers leveraged the all-in-one CIC solution while deploying unique application requirements for each. This solution perfectly supported the customers “deploy once, use many” philosophy.
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Direct Marketing Insurance Company
Contact Center Requirements
- Blended inbound and outbound contact center environment
- Interface with installed lead management system for inbound and outbound dialer calls
- Maximize efficiency of highly paid and skilled insurance brokers/agents
- Extensive use of skills-based routing, depending on which US state the call is coming from
- Highly flexible environment to handle new marketing campaigns
- Support for multiple media: fax, web chat and web callback
Enterprise Requirements
- Unify the enterprise with the contact center
- Unified messaging using CIC for voicemail and fax storage via the corporate Exchange server
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Solution
Using the incredible power and flexibility of CIC, DVS deployed a contact center application which integrated fully with the highly specialized in-house marketing application. This allowed the contact center and the core marketing application to become one. As leads are developed via direct marketing campaigns, CIC quickly schedules outbound calls and routes inbound calls to the appropriate insurance agent/broker. CIC fully dispositions the result of each call and updates the core application so the next contact for that lead can be automatically scheduled.
Since the contact center is the lifeblood of a direct marketing company, rolling out CIC for the entire enterprise made sense to most effectively support closing leads.
The entire CIC application runs on a single Dell server; a second Dell server has been added for complete redundancy. Complete telephony and application redundance was achieved by purchasing only one server.
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Major Oil Company
Contact Center Requirements
- Quickly and efficiently handle calls from company retail stores (gas stations)
- Route retail store calls to appropriate agent groups
- Prioritize importance of call and route accordingly
- Record all calls for training and accuracy
- Screen Pop Siebel CRM application to desktop
IT Department Requirements
- Contact Center solution must run on corporate standard servers supplied by IT department. IT department will not support servers outside their standard
- System redundancy
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Solution
DVS deployed the Customer Interaction Center system on two corporate approved servers supplied by the customer’s IT department, supporting all required IT infrastructure requirements. The two servers provide complete redundancy.
The standard CIC feature set fulfilled all Contact Center requirements for skills-based call routing and call recording. The Siebel screen pop delivers detailed retail station information with each call.
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