Overview
Allows interaction without a live agent. Customers can interact through a phone menu to the company’s IVR system. This service provides more functionality than an Auto Attendant.
Included
The IVR platform benefits:
- Provides a list of menu options to answer frequently asked questions
- Personalized to address customer needs
- Error-free to get customers to the correct location
- No need to talk to a person live
- Increases productivity and customer satisfaction
- Call resolution occurs usually on first attempt
- Cuts down on answering service talk time
- Trouble shooting and repair coordination/tracking
Service Level Targets & Availability
- Standard Service Level Agreement based on customer Priority preference requested within Footprints
- Low Priority - Maximum two business days to reply and resolved within 10 business days or less
- Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
- High Priority - Maximum 4 hours to reply and resolved within 2 business days
- Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours
NOTE: Vendor Involvement Required: Completion of Service Order based on vendor availability.
- Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
- Outside hours by special arrangement with an agency
- Limited support is available for after business hours, weekends, and holidays
- Changes or troubleshooting would require scheduling with vendor
- Requires OIT Request for Change approval
Service Rates: (per quote)
Options Available for Additional Charge (per quote)
- Customized programming and recording - $350/hr
- Software licenses
- Software support maintenance – monthly recurring fee
- Virtual hardware
- Ports
- Customized screen pops
- Telephony server
- Web/Application server
- Storage for database
- Training - $350 plus expenses
- All project work is billable
- All audit-related work is billable
- All costs associated with Indefinite Hold requests will be direct billed
Customer Expectations
- Provide a completed service order with requirements
To get help or order this service
- Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization
- Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Footprint ticket in the “Telephone Work Orders” workspace at https://footprints.state.me.us/footprints/telco.html
- Report trouble with service:
-
- Call OIT Service Center at 624-7700 and assign to ‘Voice Troubles
OR
- For reporting a trouble (i.e., was working, yet no longer is), submit a Customer Support Workspace ‘New Ticket’ in Footprints and assign to Voice Services at https://footprints.state.me.us/footprints/Customer-Support.html