MNET Services>Telecom Voice>Contact Center Minnesota (CCM)

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A Service Infrastructure for Government-Customer Interactions

As part of the enterprise IP Telephony services, Contact Center Minnesota (CCM) enables a complete multimedia experience for government organizations and those they serve. The individual organizations staff their call or contact centers themselves, and make use of the features and functions of CCM to meet their business requirements.

Features, Functions and Benefits

  1. CCM manages many types of customer service interactions, including telephone calls, emails, faxes, Web site chats, and correspondence - queues, skills-based routing, screen pops from a database, call recording, interactive voice response, and soon will support remote and telecommuting agents.
  2. Segmentation of contact types, as well as the ability to monitor resource availability, allows the delivery of each contact to the most appropriate person anywhere in the organization as defined by the design. CCM can profile the contacts by capturing the phone number dialed, by the caller ID, or other inputs, and then deliver the incoming call or email based on realtime conditions such as agent skills, availability or size of the queue.
  3. Outbound notifications or dialing campaigns can be launched by CCM - and the notifications or campaigns can connect the recipient to a live agent, or perform other custom functions.
  4. MN.IT's CCM service offerings and pricing options use a menu approach, where the MN.IT customer can choose the features and level of support or autonomy desired.

Service Design

  1. CCM ensures government is using the most up-to-date, robust, secure and redundant system available - MN.IT manages the technology and systems that deliver CCM services.
  2. Because CCM runs over the state network - MNET - MN.IT is leveraging its ongoing investment in MNET and continuous expansion of capacity to meet customer needs.
  3. CCM is partitionable by individual organizations and contact centers, so each has the appearance of a standalone system.
  4. The infrastructure offers full redundancy and failover, supporting over 1,700 agents in 60 contact centers in multiple agencies and other government organizations statewide.
  5. Public telephone numbers, Web sites, and email addresses route to the system and trigger unique and defined treatment.
  6. Using a shared infrastructure avoids duplicate systems and related technology expenditures within government.

Learn More

Your MN.IT Account Manager will bring together the resources to create the contact center that meets your needs. Contact your Account Manager directly, or call 651.296.4466. The general email is OET.Services@state.mn.us.

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