Automatic call routing to all calls to make it very easy for customers 5 to ask for a person by name, or department. This can significantly cut down call transfers, or time spent looking up the person in a directory, or trying to spell someone’s name on a keypad. Easier, more simple tasks or tasks that were impossible to achieve through 6 touch-tone keypads, e.g. change of address, can be processed at a much lower price per call. Traditional agent based contacts have a higher cost per call than self-service by as much as $7 to $10 per call versus 35 cents for a self service transaction. Enable agents to work from home or other non-office locations either on a 7 regular basis or in the event of a disaster. There are virtually no remote setup costs, and staff can be mobilized rapidly and cost-effectively to ensure business continuity in times of crisis. Continuity planning requires organizations to maintain and even enhance customer and citizen service during times of crisis such as flu pandemics, power outages and natural disasters. This functionality helps ensure staff availability even if access to the main center is hindered by travel or quarantine issues. Implement skill-based routing to decrease call times and improve customer 8 service (put call through to "right agent" Spanish speaking customers to bi-lingual agents 9 Calls routed to someone with expertise on particular tax program customer is 10 asking about (e.g. not sending a caller to PIT expert when they have CRS questions) Complicated requests routed to more experienced/skilled agents 11 Lower application deployment risks by leveraging rich simulation tools to 12 prototype and test with users prior to deployment. Reduce development time and man-efforts through vendor supplied examples 13 and integrated development environment (IDE) and "wizards". Analyze citizen interactions and trends through improved reporting capabilities 14 to better understand and plan service needs. Provide support for Spanish-language speakers.. 15 Capability for voice authentication (using stored voice prints) to ensure 16 customer is who they say they are for sensitive transactions. Ability to implement real-time dashboards for monitoring of activities and 17 problems. Both real-time and historical reporting with full statistics are available. Allows filtering capabilities for reports. Quality/Management(QM) reporting and recording allows score based 18 performance monitoring
5 Automatic call routing to all calls to make it very easy for customers to ask for a person by name, or department. This can significantly cut down call transfers, or time spent looking up the person in a directory, or trying to spell someone’s name on a keypad. 6 Easier, more simple tasks or tasks that were impossible to achieve through touch-tone keypads, e.g. change of address, can be processed at a much lower price per call. Traditional agent based contacts have a higher cost per call than self-service by as much as $7 to $10 per call versus 35 cents for a self service transaction. 7 Enable agents to work from home or other non-office locations either on a regular basis or in the event of a disaster. There are virtually no remote setup costs, and staff can be mobilized rapidly and cost-effectively to ensure business continuity in times of crisis. Continuity planning requires organizations to maintain and even enhance customer and citizen service during times of crisis such as flu pandemics, power outages and natural disasters. This functionality helps ensure staff availability even if access to the main center is hindered by travel or quarantine issues. 8 Implement skill-based routing to decrease call times and improve customer service (put call through to "right agent" 9 Spanish speaking customers to bi-lingual agents 10 Calls routed to someone with expertise on particular tax program customer is asking about (e.g. not sending a caller to PIT expert when they have CRS questions) 11 Complicated requests routed to more experienced/skilled agents 12 Lower application deployment risks by leveraging rich simulation tools to prototype and test with users prior to deployment. 13 Reduce development time and man-efforts through vendor supplied examples and integrated development environment (IDE) and "wizards". 14 Analyze citizen interactions and trends through improved reporting capabilities to better understand and plan service needs. 15 Provide support for Spanish-language speakers.. 16 Capability for voice authentication (using stored voice prints) to ensure customer is who they say they are for sensitive transactions. 17 Ability to implement real-time dashboards for monitoring of activities and problems. Both real-time and historical reporting with full statistics are available. Allows filtering capabilities for reports. 18 Quality/Management(QM) reporting and recording allows score based performance monitoring
TRD%20IVR%20Project%20Charter_090810.docx