Omnichannel Professional Services
Overview
Customer-centric solution consulting, project scoping, delivery and ongoing support for Omnichannel Contact Services.
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
Agile Delivery
Know the deliverables and direction of your project every step of the way.
Flexible Support
Get as much or as little support as you need, enabling your team's self-sufficiency.
Tailored Solutions
Define your project's requirements and timeline at the beginning of your project to get customized, scalable results.
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Service Description
Expertise, delivery, utilization and support for Omnichannel Contact Services
Consulting and Delivery
Our professional services feature close customer involvement from ideation through delivery of the requested solution. Prior to development kick-off, the Omnichannel team will consult with your team to understand the problem being solved, gather requirements and design a proposed solution. Omnichannel takes an agile approach to delivering the solution in order to communicate progress frequently and adapt development to your priorities.
Post Delivery
Customers can request an allotment of support hours, agencies will be billed for actual hours monthly as they are used. The flexible support package can include any of the following services:
Tier 1 Omnichannel Contact Services support for all agency staff
Refresher training for management and administration
IVR and routing updates
Ad hoc services can be discussed as needed
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Customer Success Stories
Related Services
Customer Responsibilities
The Omnichannel Professional Services team requires coordination with the customer on the following aspects of a project engagement:
Change management and communications
ITD engagement at project start
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
View detail on current utilization here: OIT Common Policy Real-time Billing website
Rates for this service can be provided by the following:
A service engagement will utilize OMNI (Omnichannel Consultant/Principal Engineer) when OIT performs the work
A service engagement will utilize a task order (AWS Contractor) when a non-OIT contractor performs the work
Some projects may include a mixture of both offerings to meet the desired customer outcome