Nationwide in Scope, Local in Touch
Transforming 2-1-1 into a United Way
Flagship Partner
United Way Worldwide
National 2-1-1 Telephony Initiative
United Way Worldwide
June 2014
Agenda
 Vision
 Benefits
 Overview of National Telephony Project
 Timeline of Events
 New Business
 Yearly Savings to 211
 United Way 211’s
 Independent 211’s
 Additional Savings to 211
 Details of Agreement
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Vision: 2-1-1 as a UW flagship partner
1. A nationwide 2-1-1 platform supporting national clients, programs and local
and regional communities of need, customized to the local level
2. Drives delivery of the United Way “Commitment” and Mission by
establishing, promoting a true UW Flagship Partnership
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Benefits of a Virtually Connected 2-1-1 Network
UWW would lead in building a 2-1-1 nationwide telephony platform
able to support nationwide projects - FEMA, CDC, CMS (ACA),
Financial Services Industries, MFT
•Support the initiation/creation of standards across the network
•Enable smaller 2-1-1 centers an opportunity to be inter-networked
and participate at a national level
•New revenue generation for both UWW, LUW/2-1-1 and independent
2-1-1
•Increase 2-1-1 and UW impact on shared missions/goals
•Increases trust:
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•
Internally within the 2-1-1 and LUW communities
•
Externally through nationwide initiatives (Positioning)
United Way Worldwide Objectives
2-1-1 National Master Agreement
Improved Alignment
2-1-1’s
Increased integration
Establish National
Infrastructure
Unified Telephony Solution
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2-1-1’s
Increasing Complexity For 2-1-1 centers
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• Scalability
• Flexibility
• Remote Agents
• Reporting
• Redundancy
• Lower Up Front Costs
Caller
`
Remote
Agent
Caller
InContact dials the Agents 10
digit DID or extension and
the switch passes the call
through to the phone
Reporting and
management access to
real time reports is via
internet access to the
inContact application
`
Agent
`
Your Switch
Supervisor
`
`
Agent
Agent
Timeline of Events
December 23rd 2013
• UWW signed Master Agreement
Moved to UWW pricing since January 1st 2014
 United Way of SLC 2-1-1
 Michigan 2-1-1
 Heartline (Oklahoma) 2-1-1
 2-1-1 Tampa Bay Cares
 United Way of Connecticut 2-1-1
 Emergency Food and Shelter
 United Way Association of South Carolina-June 2014
 Hudson Valley (NY) 211-June 2014
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NEW Business joining inContact in 2014
Under the United Way Worldwide Agreement?
 Heartline 2-1-1 (Oklahoma)
 Michigan Statewide 2-1-1
2014 New Network Engagement
 Atlanta
 Denver
 Alabama
 Missouri
 Ontario Canada
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Agreement Framework
Key Points:
• Master Agreement - UWW guarantor and subsides costs
• Available to all 2-1-1 and 3-1-1 centers
• Telephony 101 – how charges are accessed
• Favored Nation status and pricing on telephony and service
• Basic Requirements – a la carte options
• SLA
• Designated inContact CSM dedicated to the 2-1-1 network
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Tiered Pricing Model
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Tier One
Tier Two
0-200 Specialists
201 – 450 Specialists
• Concurrent Licenses - $109.20
• Concurrent Licenses - $100.80
• Call Recording – $10.40
• Call Recording - $9.60
• Chat and Email - $5.20
• Chat and Email - $4.80
• Additional Ports - $50.00
• Additional Ports - $50.00
• Premier Plus - $30.00
• Premier Plus - $30.00
Tiered Pricing Model
Tier Three
Measuring Tiers
451 Specialists +
• Accessed twice a year: June
and December
• Concurrent Licenses - $84.00
• Call Recording - $8.00
• Chat and Email - $4.00
• Additional Ports - $50.00
• Premier Plus - $30.00
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• Eligibility for new group pricing,
specialist count must exceed
the next higher pricing group
tier at assessment for four
months of the preceding six
months
What’s included?
Premier Success Plus Customer Success Package Includes:
•
Designated Customer Success Manager providing guidance, coaching, and advocacy within
inContact.
.
•
7x24 Customer Care via phone, chat, and portal
•
Premier Customer Service and Technical Support experience including best-effort designated
seasoned Customer Service
•
Top Priority call and case routing, based on priority level
•
5x9 PS On-Demand (8AM – 5PM M-F MST) via phone list in 15-minute increments @ $75
•
•
•
40% discount on list rates for PS On-Demand
Comprehensive catalog of self-paced, webinar, and instructor-led courses
•
Standard charges apply
•
40% discount on all education offerings
Unlimited training in SLC for pre-scheduled offerings
• Schedule available at inContact U (check space availability with CSM/CSA)
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Strategic Partnership
InContact’s Commitment to the 2-1-1 Network
•
3 year master agreement (with options each year) for tier pricing as the network
expands
•
Customized 2-1-1 sessions at the annual inContact conference ICUC
•
Customized Premier Success Plus Level Service for all centers
•
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•
Customer Success Managers dedicated to the 2-1-1 portfolio
•
Unlimited pre-scheduled offerings for script training in SLC
National AIRS conference presence and continued sponsorship
Help Your Funders
• Reporting – If you cannot report it, it is not
real
• Define yourself
• Real Time & Historical
• Have an Information Specialist take a call
• Give your funders access to reports
• Anywhere in the world
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$
Contracts
• Competitive
• Flexible & Scalable
• Reporting
• Customer feedback tools
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$
Disaster Recovery
• Scalability – to handle increased call volume
• Remote Agents – if you need to evacuate
• Handle volunteers
• Flexibility – new call flows & information
• Reporting – to show FEMA & Funders what
you did
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Serving the
Community
You are in good company!
Workstation and System Requirements for
Agents to use inContact NG
Computer Operating System (OS)
Browser Configuration & Add-ons
• Windows XP SP2/3
Cookies Enabled
• Windows Vista SP1
• Popups Enabled
• Windows 7 & 8 32/64 bit
• JavaScript Enabled
Computer Speed
• Adobe Shockwave Flash Player 9 or above
• Pentium 4 Processor at 2 GHz or better
• 1GB RAM or more
• Java Applets Enabled with Java Virtual
Machine 6.11 or above installed
Screen Resolution
• Windows Media Player Plugin
• 1024 x 768 or above for improved user experience
Supported Browsers
Internet Broadband Access Required:
• Internet Explorer 8, 9 &10
• 35kps bandwidth per workstation
• Google Chrome
• Less than 200ms average round-tripping reply
between workstation and inContact servers
• Safari 5
NOTE: Google Chrome and Safari 5 do not support
Reports 2.0 or Studio. Also, inContact does not support
browser versions earlier than the ones listed here.
Privacy and Reporting
UWW respects the privacy of each 2-1-1 center. The National 2-1-1
telephony initiative is to support and strengthen the network and
enables UWW to bring nationwide projects to the 2-1-1 network
• Each 211 center will have a separate individual contract with
inContact that will include Master Agreement pricing.
• UWW will not have access to any 2-1-1 business unit, data or
reports
• Each 2-1-1 is responsible for their invoice
• UWW will request generic call volume reports quarterly for
participating 2-1-1 centers
• Understand 2-1-1 call volume and capacity
• Funding
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Combined Projected National Savings
2-1-1 Network Savings
Year One
285,320.00
United Way Worldwide Year One investment $60,000
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Savings for New Centers Joining
The United Way Worldwide Agreement
Without National Agreement Pricing
 Per Concurrent Agent pricing $150.00 ($2,250)
With National Agreement Tier 1
 Per Concurrent Agent pricing $109.20 ($1,638)
15 Specialist
Estimated Savings
$612.00 Per Month/ $7,344 Per Year
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Training Savings Year to Date
Scripting Training at Headquarters in Salt Lake city
 United Way of Salt Lake City saved $3,000 in training
 Heartline 2-1-1 saved $6,000 in training
 United Way Worldwide 2-1-1 Manager will save $3,000 in training
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Research and Analysis completed
Transitioning 2-1-1 for a sustainable future
2-1-1 Telephony Requirements and RFPs
2-1-1 Big Count Report for 2012
Interviews and Discussions – Top 25
2-1-1 US Steering Committee Technology group
RFP issued June 2014
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Next Steps
• Join the UWW National 2-1-1 Telephony listserv for updates
• Confirm you meet the minimum technical requirements (page 14)
• Can’t wait for the demo/webinar? Call Steve or Julie from
inContact for more information.
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Contacts List
United Way Worldwide:
Lisa Austin – Director, 2-1-1 Strategic Enhancements
Lisa.Austin@unitedway.org – 703-836-7111 ext. 489
inContact
Steve Pulley – Sr. Executive-Prospective Customers
Steve.Pulley@incontact.com – 866-739-2886
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Thank you