We also offer a printable summmary
(PDF) of the main part of this page.
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
Features, Functions and Benefits
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- CCM is partitionable by individual organizations and contact
centers, so each has the appearance of a standalone system.
- The infrastructure offers full redundancy and failover, supporting
over 1,700 agents in 60 contact centers in multiple agencies and other
government organizations statewide.
- Public telephone numbers, Web sites, and email addresses route to
the system and trigger unique and defined treatment.
- Using a shared infrastructure avoids duplicate systems and related
technology expenditures within government.
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