The N.C. Department of Information Technology’s Enterprise Contact Center provides a portfolio of services that enable the public and employees to access information and resources through agent services (i.e., talking to a person) or an interactive voice response self-service system.
Please note: NCDIT is no longer onboarding customers to this service as it has been discontinued and replaced by the Cloud-Hosted Contact Center service.
Powered by Avaya’s Elite Multichannel, the Enterprise Contact Center service enables callers to contact you via voice, e-mail, fax, SMS text and instant messaging. Contacts are routed based on the agents' possession of the necessary tools, skills and knowledge to handle requests.
|Contact center agent||The best method for serving each caller is determined by intelligent routing and resource selection. These methods include selecting the least busy agent, the first available agent or the agent with skills that best match a customer’s needs. All agents function as a single group, regardless of where they are located.|
|Contact center supervisor||Supervisors can easily understand their customer service operations by analyzing historical and real-time reporting data and adapting operations to help ensure an optimal customer experience. Analyze customer trends, establish performance benchmarks and plan customer service campaigns that align with your agency’s goals.|
|Contact center agent/supervisor||This combines the tools and capabilities included in the two services described directly above to enable individuals to perform both the agent and supervisor functions.|
|Remote agents||Agents are empowered to work from either their office or remotely by using the same agent desktop interface, which provides a consistent user experience.|
|Virtual queueing||After calling into a contact center, callers can determine the wait time they are willing to hold in the queue before reaching an agent. Callers can decide to wait for an agent or schedule a call-back time.|
|Screen pops (CTI)||All relevant caller and account information is automatically displayed on the call center agent's screens during a call.|
|Call recording||Record calls and play back recordings for quality monitoring, legal documentation and regulatory and legislated compliance.|
|Wall boards support||The state offers the 725A contract that enables agencies to buy a wall board system that accepts data transferred from the Enterprise Contact Center service.|
|Other services||The Enterprise Contact Center team works with agencies to integrate technologies outside the existing enterprise platform. The team also looks for ways to help you share costs with other agencies that may have similar needs.|
Interactive voice response self-service includes three tiers of capability:
- The Tier 1 service license limits callers’ inquiries to touch-tone user input. The service provides text-to-speech responses in a standard state voice.
- The Tier II service license enables both touch-tone input and specific spoken responses to questions from the interactive voice response. The interactive voice response provides text-to-speech responses in a standard state voice.
- The Tier III service license provides both Tier I and II capabilities as well as a robust vocabulary with which the interactive voice response can engage in conversational-type speech with callers.
- Skills-based routing and screen pops direct callers to the right resource on the first call and provide both callers and agents with the necessary information to complete transactions quickly.
- Caller complaints that stem from being placed on hold for a long period of time are greatly reduced.
- The public can conveniently access the service 24 hours a day, 365 days a year.
- Performance information is provided to agency management for easy access and review.
- Agencies’ toll-free costs are reduced by resolving caller requests faster than before.
- Infrastructure expenses can be shared among all agencies that use the service, which reduces the cost for each agency.
- Agencies can minimize costs by using interactive voice response self-service, which processes information and transactions without human intervention.
- Experienced Enterprise Contact Center support staff provides the level of service required by each subscribing agency.
- Agents can conveniently work wherever there is an adequate IP connection.
NCDIT is no longer onboarding customers to this service as it has been discontinued and replaced by the Cloud-Hosted Contact Center service.
- Service requests that incur a cost to the agency will typically require approval from the requesting agency’s CIO, financial officer or manager, depending upon your agency's requirements.
- Any staff with access to the NCDIT Service Portal may engage the team for support or information.
Requirements & Customer Responsibility
|Required NCDIT Services||Determined via the discovery process|
|Other Technical Requirements & Prerequisites||Network connection|
|Acknowledgment Time||NCDIT is no longer onboarding customers to this service as it has been discontinued and replaced by the Cloud-Hosted Contact Center service.|
|Turnaround Time||NCDIT is no longer onboarding customers to this service as it has been discontinued and replaced by the Cloud-Hosted Contact Center service.|
|Suggested For||State agencies|
|Required For||State agencies|
|Support Process||Submit a ticket using the NCDIT Service Portal or contact the NCDIT Service Desk at 919-754-6000.|
|Service Support Hours||Support for the service is available 24/7.|
|Service Availability||The service is available 24/7, excluding planned outages and maintenance windows.|
|Standard Maintenance Windows||
|Service Level Agreements||NCDIT Global Service Level Agreement|