The solution must fully integrate with the current ACD and messaging.

Logic flow of web and IVR applications to match(XHTML or XML code from web page to build application).Ability to accept various input media (fax, email, web, telephone, voicemail) and automatically route based on skill level, routing criteria, and any other business rules established to the next available agent, regardless of where that agent is geographically located. All web chat, e-mail queuing, voicemails and telephone notifications use the same call center interface, allowing for a seamless transition between the three different media types. The common interface also provides management the ability to easily allocate the necessary resources needed to handle the inquiries. Staff may be designated to a single interaction type or they may be made available to take all types of interactions.

Web Chat Users could have the option to conduct instant chat communications with a customer service representative. Once selected, the user would be entered into a queue and presented to a CSR for answering. The chat would be offered to the agent with notifications similar to those they are currently receiving regarding phone calls. The chat would be popped to the CSR desktop screen and an optional audio alert could notify the agent of the request to chat. Once connected, instant messaging would be provided between the customer and the agent. In addition, to help speed interactions, predefined responses can be built to answer common reoccurring questions. E-mail Queuing/Voicemail Instead of having e-mailed questions or voicemail (.wav file) sitting in an inbox waiting for someone to read/listen and answer them, process these emails and voicemails in a fashion similar to phone calls. Emails/voicemail would arrive into a mailbox monitored by the call center system. When a new email/voicemail arrives, it would be placed into a queue, and a notification would be sent to a CSR for response. System must be able to put call on hold if CSR Rep wants more information about Issue from more senior Personnel.

Allow CSRs to transfer calls in the opposite direction, from the IVR, allowing callers to hear pre-recorded information and/or enter additional required information after a claims specialist has completed those portions of UI-related transactions which require human interaction. For example, the Benefits Rights Interview (BRI) and referral to One-Stop Centers may be provided via pre-recorded IVR messages. Provide screen pops of the customers IVR Database information when transferring a call from the IVR to the CSR. Integrate phone data with System software

1 Allow Screen Pops of call Information. 2 Summary of all callers on regular interval basis (Daily, Weekly, Monthly, quarterly & yearly) System must be able to create a Workflow on basis of FLAG. System must have to offer at least 20 Queues & will be flexible enough so as to accommodate additional Queue in case of Emergency or Disaster. (Negotiable with Vendor) Must be able to allow CSR to log in irrespective of UI Service Center. (Remotely) It should be Flexible enough to accommodate previous weeks. Continued claims certifications are filed using the IVR system.
In addition to filing claims, claimants use the IVR to check on the status of their

claim or payment &

To obtain general information on unemployment insurance services.

week

Accept weekly continued claims for the current week and one previous

The last week reported, if any;

when the last payment was mailed or transmitted to the financial institution/Debit;

The amount of the payment; and The remaining balance (in dollars).

Claimants call the IVR to reopen/reactivate an existing claim or file an additional claim (to file an additional the claimant must have separated from the same employer) during Normal business Hrs. If they chose filing a claim, the IVR asks them to input their social security number. The number is checked against IWD information and if there is no current benefit year claim on file, the call is transferred to a CSR for assistance. Outside of The Normal Business hrs will tell claimant to call back during Normal Business Hrs or file claim through Internet 24 hrs a day, 7 days a week.

UI claimants the opportunity to establish a new or change personal identification numbers (PIN).

Ability to customize the questions asked for continued claims based on the claimant's individual records.
Look at System date to customize Scripts & Call Flow. (Group code, DAT ,Etc) Divert DD (Direct Deposit) changes to Web App Only.

Analyze claimant's responses at the end of the certification questions to determine if the answers raise a potential eligibility issue. If an issue is detected, the claimant is instructed to call his or her local office to speak with a CSR. Allow claimant s to make changes in Response.(Desirable)

Able to transfer calls with issues directly from the IVR to the CSR, where a CSR will be able to provide immediate assistance during Normal Working hrs.

Notice of Separation calls received from Iowa employers handled completely by the IVR and the data is routed to a workflow so a social security number is flagged for immediate or future action.
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Allow the same for Web App. If the individual has an active claim on file, the flag alerts the UI Service Center to investigate the potentially disqualifying issue. If no claim is on file, the flag is held in case a claim is filed later.

Web-based reporting platform that allows the opportunity to monitor on Real-time Basis: status of incoming calls Wait times Dropped calls

Percentage of callers who were able to acquire information without needing to speak with a customer service representative. Total number of minutes of usage Total number of calls by hour/day/month, etc. Total number of callers each day and what option selected at each menu.

Count statistics such as the number of currently available users in a group, number waiting, and number of users logged on Calculated statistics such as the current service level, estimated wait time, and abandoned time

 Create adhoc reports to view performance data and evaluate the efficiency of the call center and routing of calls. Real-time views to show the current state of resources as well as statistics gathered since start of shift. Monitor each CSR, knowing the CSR status (logged in, logged out, on the telephone, etc.). As soon as an agent either logs into the network, or has completed a call and wrap-up.

Abandonment statistics

The solution must include reporting capabilities to allow staff the opportunity to monitor status of incoming calls, wait times, dropped calls, percentage of callers who were able to acquire information without needing to speak with a customer service representative. If all are required to log in, then System can route calls to available staff. (Desirable) Call center performance tracking for both agent activity and meeting established service levels. Real time administrative and supervisory monitoring of actual traffic flow Enable silent monitoring. (Desirable)

Ability to modify call flow and route calls to other flows, and looping. Ability to set up decisions trees to determine whether incoming contacts are to be routed to other sites. If the decision is made to distribute to another site, the contact is routed to a queue at the remote site named identically to the queue to which the contact is enqueued at the local site. Set schedules that dictate how contacts are treated based on the time of day, day of week, and specific dates. Ability to set up schedules to handle contacts according to:

Time of day and days of the week when the UISC open Specific dates through the year that the UISC is closed Ability to play a specific holiday message to customers.

At all other times when the UISC is closed, a general message played to customers.

Allow Remote Access to Routing System & Scripts Incase of Disaster/Inclement Weather so as CSR Can Responds/Route calls of claimant.

Add and delete user extension definitions as extensions are added and deleted on the switch. Agent profiling.

Update user processes defined to determine the types of contact user will receive for skills based routing.

Add new user Assign user to group

The IVR Voice Scripts must be able to handle both English and Spanish. When scripts are modified, the system should be able to reproduce a flow chart based on the revised script. Must provide a testing environment separate from production. Must provide for the recording of new voice messages and editing segments of previously recorded messages. Ability to modify scripts and call flow internally. System must be Flexible enough so as it can give all detailed information about system from top level to low level.