Omnichannel Contact Services
Overview
Omnichannel Contact Services enable organizations to improve customer engagement through voice and chat contact centers, chatbots and smart search.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below.
Customer Benefits
Scalability and flexibility
Adapt easily to changing needs by adding new agents or changing scripts and content through simple interfaces.
Responsive customer experience
Meet your customers where they are, with options for flexible self-help, live-agent chat or a traditional phone call.
Pay only for what you use
Save with a customizable, scalable solution and consumption-based pricing; no need to buy pricey hardware.
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Service Description
Omnichannel Contact Services are an easy-to-use solution that connect your customers to your services
Your configuration can include:
Replacing hardware-based call center solutions with cloud solutions that offer more flexibility when managing remote agents and changing business needs
Integrations with Salesforce, ServiceHub and more
Adding chatbot capabilities to an existing website or your IVR to assist your customers
Linking chatbot to live agents to provide a seamless user experience when needed
Adding smart search to an existing website to facilitate responding to your customers needs faster
Don’t see what you need? Contact your IT Director to configure a customized customer contact solution.
Products
Take advantage of bulk rate pricing, compliance and security oversight. The Omnichannel support team can help you provision any combination of the following product classes:
Contact Center - Cloud based contact center solutions for both voice and chat for the flexibility to talk to your customers through the channels they want. Out of the box reporting allows you to live-monitor contact center operations, search for specific contacts, and evaluate historical performance. Includes fully customizable IVR menus and routing logic.
Chatbot - Text or Voice based chatbots can handle general inquiries with convenient access directly through your website or IVR. Out of the box reporting gives you insights into volume of interactions, basic feedback, trending keywords, and more.
Storage - Define your own retention policy to securely store your recordings, transcripts, and call logs.
Smart Search - Enhance the search capabilities of your website with AI-driven search. Includes base capacities of 100,000 documents and 8,000 daily searches with the option to purchase additional capacity.
Bundled Kits
To simplify your Omnichannel Contact engagement, we have developed a selection of bundled services that meet the most common needs of most agencies. We also offer Professional Services to assist in the scoping, configuration, deployment and support of your Omnichannel solution. These configurations represent commonly requested Omnichannel Contact Service bundles with key features:
Kit #1 : Chatbot
Add a chatbot to your website
Agency managed content
Easy to use interface
Job aids and side-by-side training
Kit #2 Contact Center
Deploy a digital contact center
Agency management tools
Fully customizable Interactive Voice Response (IVR) and routing
Call recording and live call monitoring
Out of the box reporting
Job aids and side-by-side training
Optional Customer Relationship Management (CRM) software integration
Kit #3 Contact Center with Chatbot
Deploy a digital contact center with chatbot
Includes all features of Kits 1 and 2
Optional integration into the IVR for a voice based chatbot
Optional routing from chatbot to live agents
Kit #4 Smart Search
Add smart search to an existing website
AI driven search engine
Natural language understanding (NLU)
Expandable document storage capacity
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Customer Success Stories
Related Services
Customer Responsibilities
The Omnichannel team requires coordination with the customer on the following aspects of the Omnichannel project:
ITD engagement to initiate the project
Test/transition environment setup and delivery (recommended)
Content and workflow definition for agents (i.e., customer service scripts, chatbot prompts)
Delivery of training materials to agents
Multilingual and translation support content
User permissions outside of basic access
Access control (Identity management) and related policy
Queue assignments
Service Owner
Service Levels
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
24x7 On-call support for AWS platform and services following standard OIT support processes
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
Direct billing for OIT customers
Omnichannel is an AWS hosted pay-as-you go consumption model. Pricing varies per service, and the Omnichannel Team will provide pricing specific to customer needs based on estimated services required, expected use, and quantity and sizing of the services required.
Rates subject to hourly charge from rate sheet; Net 5% based on: 7% overhead minus 2% volume discount on licensed products
Monthly utilization is calculated via the AWS Configuration Calculator. Agencies will receive a monthly readout of the total utilization
View detail on current utilization here: OIT Common Policy Real-time Billing website