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HOSTED IVR, CALL CENTER SERVICES, AND DISASTER RECOVERY

The Florida Department of Management Services, Communications and Information Technology services has partnered with Embarq to provide 24/7 value-added telephony services to government agencies and municipalities. Our IVR provides self-service information for callers; our call center handles calls professionally; and our disaster recovery service keeps your organization functioning during any unexpected interruption.

Our services can lower operational costs and help you better serve your clients by improving communication, productivity, and customer service. You are not required to change your existing telephony network and our call center services can be added to any automated solution: you enjoy all the benefits without needing to pay the high cost of hardware, maintenance, and a programming staff.

Our hosted IVR is designed to collected during an IVR session can programming and testing the solution improve your callers’ overall be passed to the agent’s desktop until all parties are satisfied. customer service experience. Callers software and can be used to pre- phone into the system and receive populate data fields or screen pop rapid information 24 hours a day. Our external applications to shorten the IVR Service Options: IVR can be used to front-end call data-entry time and expedite the centers, which will typically decrease service provided to the caller.  Multiple-language voice caller wait times, busy signals, and recognition and text-to-speech the number of calls that need to be We are experienced in providing IVR functions routed to a live agent. By offloading solutions for a variety of needs. We  Multiple-language prompt routine or easily automated functions have a framework in place to guide options to an IVR, your costs are minimized: the implementation of service for any we can design, build, and provision client. The Joint Application Design  Area-code or zip-code routing hosted IVR services that provide 24/7 (JAD) process is a system in which  Voice messages and fax self-service for such functions as our experienced personnel meet with messages sent to email account balance inquiries, office you to identify the needs that must be locations, and other FAQ. fulfilled to design an IVR solution.  Caller routing, faxing, and The process includes identifying enhanced reporting Any calls that prove to be too current call volumes; examining  Database connectivity and data complex or do not lend themselves network architecture; analyzing how collection to an IVR can be dynamically data will be provided, utilized, and routed to a live agent (client call updated; designing menus; and  Many additional options center or PATLive agent). Data CALL CENTER SERVICES product offerings, our call center solutions provide a whole new level of Our highly trained agents work year- increased customer support: while round, 24/7, to handle overflow call automation is sufficient for many callers, volume, after-hours calls, and others prefer to speak to a live emergency situations. Our answering representative. Call center solutions center is fully integrated with our other also improve operational efficiency, services and can also be used as a since staff members can focus on their stand-alone service. Live agents can specific areas instead of answering augment staff in overflow situations or phone calls. can serve as replacement staff when number. All agents are highly trained associates are temporarily unavailable. By specializing in live answering through a rigorous program that includes 50 Our representatives follow customized services, we have an established hours of prepatory training and an additional scripts to answer questions about your process of rapidly and economically 26 hours of continual education throughout organization, place orders, schedule developing customized scripts. We the first year; they are also quizzed daily on appointments, and direct callers to the collaborate closely with clients to fulfill client knowledge. Calls picked up by the appropriate location. Any information script-design requirements. Our agents automated systems are answered collected from the caller can be are specifically trained to work on your immediately after the call is connected. delivered to you in a variety of formats: project; the scripts we develop with you Callers seeking live help receive rapid fax, email, or directly onto your Web will automatically display to them when assistance: our calls are typically answered site. When used with our automated a customer calls the associated within 20 seconds.

DISASTER RECOVERY overflow call volume and after-hours Our Emergency Services operate calls 24/7. around the clock to keep you in touch with employees, associates, or the Employee Hotline public in the event of a disaster or other Our Employee Hotline provides a unexpected interruption. If you preplan reliable way to disseminate information and implement our services before an to employees: if a disaster strikes, you outage occurs, your communications can inform employees of your nearest will immediately be up and running at open location, connect them to minimal expense. We enable you to associates, and provide reassurance quickly relay information, connect and updates that keep your callers to appropriate members of your organization intact. No matter how organization, alert and update your many people phone into the system, contacts, and direct callers to there are no busy signals and no wait sympathetic live agents. By rerouting times: all callers receive rapid callers to our network, our redundant assistance. FAQ can be recorded to servers and backup systems keep your save time and assist callers quickly. organization operational, even if your When employees need to speak to a facilities must close. member of your organization, they can choose from a directory list and be groups or departments. Caller response Backup IVR routed to an associate’s office phone, options allow recipients to transfer to an In the event of an emergency, our cell phone, or PDA. If the requested emergency hotline for more information or hosted IVR can replace your existing member of staff is on leave, callers can to connect to a live agent who provides IVR until your facilities are restored; it be routed to another available personal assistance. Answering-machine can also be used independently to representative. detection allows unique messages to play supply emergency information to depending on whether a machine or a callers. Even if your location is shut Emergency Notification person answers the phone. down, your organization can remain When disasters or other unexpected operational. Our IVR connects to your interruptions occur, alert and update all Live Emergency Support database to relay real-time information of your contacts 24/7 with our Voice For emergencies or overflow situations, to callers who need rapid assistance. Broadcasting service. Within minutes, your calls can be routed to live agents who Busy signals and long hold times are you can create a voice message that is take calls 24/7. Our professionals answer eliminated. Immediately inform callers distributed according to the schedule calls on your behalf with custom scripts of the closest shelter or hospital; let you specify. Voice Broadcasting is a developed for your specific needs. Our them know about the nearest open proven way to reach people: while agents are highly trained to sympathetically location, or when your organization will email and text messages may not and professionally respond to emergencies be functional again. Calls that do not arrive on time, phone networks are and they assist callers as you reestablish lend themselves to an IVR can be stable and reliable. Your messages are your business. Like all of our Disaster dynamically routed to live agents who instantly sent to landlines, cell phones, Recovery services, if you implement live sympathetically and professionally and PDAs to reach hundreds or support before an emergency occurs, your interact with callers. Our live services thousands of recipients. You can also communications will be operational at the can also be implemented to handle send different messages to diverse throw of a switch.