Enterprise Unified Communications to Enable Fulfillment of Strategic Government Contract Award
Company Overview:
This client provides the military health care system with access to the finest health care services available. This is accomplished through a partnership between the military's direct-care system and the private sector that results in an integrated approach to meeting the health care needs of active duty members, retirees and their families.
Purpose:
The company experienced a large increase in business due to a recent contract award, and required new technology to integrate multiple field offices and call centers across a multi-region U.S. area.
Business Objectives:
- Meet call volumes and government requirements on time.
- Establish best-in-class solution platform to enable future contract awards.
The Solutions:
- Cisco Unified Contact Center Enterprise and Cisco Unified Communications Manager for Voice over IP Telephony for ~600 users across seven sites.
- Cisco Customer Voice Portal (CVP) for IVR Self-service with Speech Recognition from Nuance Communications.
- Workforce Management.
- Behavioral Analytics™ from eLoyalty.
- Enterprise Command Center Solution (ECCS) from eLoyalty.
- Integration with a 3rd party claims processor.
- The VoIP Telephony solution is also an enterprise level solution, which not only services contact interaction center specific calls, but also administrative and personal calls across the enterprise.
The Process:
- eLoyalty provided overall project management, requirements definition, design, deployment and support.
- We facilitated detailed design sessions together with multiple vendors and service delivery partners.
Results:
This project was deployed on time, including the IP Telephony, data networking and call center application functionality, and met the stringent timing demands dictated by the U.S. military.