AOC Contact Center The AOC Solutions Contact Center operation was initially organized to meet the requirements of the federal government and financial institutions involved with providing banking and payment services to government agencies and government vendors. Since then, our programs have expanded to incorporate many additional services including: • • • • Polling and surveys Rules-based process administration Banking and payment services programs Government vehicle and private sector fleet services • Vendor enablement and enrollment • Purchase activity documentation • Numerous types of data collection and reporting SYSTEMS Cisco Unified Contact Enterprise Our new Cisco Unified Contact Center Enterprise combines multi-channel automatic call distribution (ACD) functionality with IP telephony in a unified solution, enabling AOC to rapidly deploy a distributed contact center infrastructure. The infrastructure spans over five locations across the Eastern United States; each performing a complex and different functionality, yet all connected via our main office in Chantilly, Virginia. The system delivers: • Intelligent contact routing • Network-to-desktop computer telephony integration (CTI) • Call treatment • Multi-channel contact management over an IP infrastructure. This system segments customers, monitors resource availability, and delivers each contact to the most appropriate resource in the enterprise. The software profiles each customer contact using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. At the same time, it can monitor the resources available in our multiple contact centers to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths. Cisco Unified Contact Center Express AOC Solutions also employs Cisco Unified Contact Center Express that provides an embedded reporting solution − offering a comprehensive view of contact center statistics at a glance. It delivers customer segmentation with a stateof-the-art, built-in interactive voice response capability, and proactive customer service for a superior customer experience with integrated outbound call management capabilities. Multichannel capabilities include handling voice, email, web chat and social media inquiries. Cisco Tele-Presence Our Morgantown, West Virginia and Chantilly, Virginia offices are enhanced with Cisco Tele-Presence, offering video teleconferencing and interactive remote operations. This system provides enhanced multi-media communications with clients and between our office locations for presentations, training, meetings, and a number of other purposes. Zendesk AOC uses Zendesk, which is the leading cloud-based customer service software on the market today. It delivers increased security, customization and workflows for greater efficiency. Zendesk accepts customer communications from almost anywhere − email, phone, Twitter, Facebook, website or chat − and turns it into a ticket, then feeds all the various Contact Center interactions into one ticket. It provides a holistic view of the customer and their support issues to help our agents solve the customer’s problems quickly and efficiently. CAPABILITIES Clients can choose from many different capabilities and features based on their specific needs including: • Call Control – Agents can perform third-party call control including answer, hold, conference, and transfer calls using dashboard toolbar buttons. • Agent Automatic-Call-Distribution (ACD) State Control – Agents can log in, control their ready state, and provide reason codes for the changes. • Screen Pop Options – This feature displays caller data and caller-entered information. • Support for Cisco Unified Mobile Agent – This allows agents to be part of the virtual contact center workgroup from any remote location, to keep operating and support costs to a minimum. • Wrap-Up Codes – At the end of a call, the Agent Desktop can present wrap-up dialog to categorize the nature of the call. • Agent Chat – Agents can exchange instant messages with other agents, supervisors, or Cisco Unified Presence-enabled subject matter experts. • Real-Time Reporting – This feature displays consolidated skill-group statistics directly on the agent’s desktop application. • Contact Appearance – This application displays data about an agent’s current call. • “Hot desking” and Extension Mobility Support – Using this feature, agents can sit at any available station while maintaining their unique settings. • Phone Directory – The searchable phone directory displays to automate dialing of an outgoing call. • On-Demand Recording – This feature enables agents to record any call on demand. • Task Automation – Using a single-click method, agents can execute frequently performed pre-defined actions, such as a blind or single steps transfer to a specific extension or launching another desktop application, etc. • Event-Triggered Work Flows – This feature enables a sequence of actions to automatically happen when a specific call event occurs, such as displaying a screen pop when a call is delivered to an agent, changing agent work states when a call is dropped, or starting call recording when a call is answered. • Integrated Browser – This simplified multi-tabbed browser application within the Agent Desktop improves productivity in processing a customer request. You can also use the integrated browser in event-triggered work flows to automate a screen pop. • Unified Communications Manager Silent Monitoring Capability ♦ Allows supervisors to monitor agents through a Cisco Unified IP phone Allows monitored calls to be managed like normal calls (calls can be transferred, held, or added to a conference) ♦ Network topology-friendly ♦ Plays through a phone, not a personal computer ♦ Currently call recoding is focused at the agent level for supervisory support and agent training ♦ employees and extremely low attrition rates (less than 10 percent). The majority of our Contact Center staff has been with our company for greater than 5 years; several for as long as 14 years. With this experience comes a meaningful repository of direct and relevant experience and familiarity with many aspects of the vendor environment that we feel improves the quality of our conversation and makes our Contact Center services distinct. FACILITY STAFF The Morgantown labor pool offers quality and high-technical competency, primarily due to our proximity to West Virginia University (WVU) and several national call center institutions. Our unique partnering with WVU allows AOC to attract both student and graduate employees amenable to the flexible schedule requirements of a contact center. Our employees are well-suited for the challenging elements of the highly refined nature of services that we provide our clients. AOC employees have superior communication, organizational, analytical, and interpersonal skills that have contributed to the outstanding success of our Call Center programs. We also employ bilingual employees for programs that require communication in languages other than English. These individuals are on staff or available from the language department of WVU. All of these characteristics contribute to AOC’s proven ability to execute highly complex call center programs. AOC aggressively avoids the “sweatshop” atmosphere of competitors and provides compensation incentives for top performers. This approach is validated by highly-skilled The AOC Contact Center is designed to accommodate up to 70 call center operators. In addition to state-of-the-art telephone switch and voice mail systems, other elements of our physical infrastructure include redundant 100KW backup generator power, controlled access security system with motion detectors, keypad locked entrances, outside perimeter lighting, multiple T-1 lines, Internet connectivity, geographically remote co-located backup servers, and reserve POTS lines. The AOC Contact Center has experienced no unscheduled downtime since it’s launch and has been offline only for minimal scheduled system maintenance and system upgrades. AOC’s Call Center has served more than more than 200,000 individual customers on behalf of our federal and corporate clients. ABOUT AOC SOLUTIONS Established in 1996, AOC Solutions is an industry leader that specializes in transforming traditional business processes for our clients − providing products and services for businessto-business financial management, e-commerce, and contact center operations. Our corporate end users include healthcare, higher education, non-profit, and public sector verticals, as well as many Fortune 500 companies. Our headquarters are located in Chantilly, Virginia, with offices throughout the United States. Our solutions and services are available to organizations all over the world. AOC Solutions, Inc. • 14151 Newbrook Drive, Suite 200, Chantilly, Virginia 20151 • 703.234.6300 info@aocsolutions.com • www.aocsolutions.com/cp ©2013 AOC Solutions, Inc. • All rights reserved • Printed in USA • 04/2013