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:
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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)
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Network topology-friendly
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Plays through a phone, not a personal computer
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Currently call recoding is focused at the agent level for
supervisory support and agent training
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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