Interactive Voice Response (IVR)

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

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