CONFIGURE TRANSFER CONNECT AND ADVANCED FEATURES Sample Clauses

CONFIGURE TRANSFER CONNECT AND ADVANCED FEATURES. We understand the desire to present callers with a No Wrong Door approach, where the State prefers to redirect callers rather than leaving them underserved. In cases where the agency hasprovided a requirement that the system redirect a caller to an external entity (sometimes referred to as a Transfer Connect or XC), the D2C2 platform can easily accommodate these routing rules for callers on an automated basis in the IVR or manually by an agent who has answered the call. For agent transfers, the system accommodates blind transfers, consultations before transfers, and conferences before transfers. In all cases, Deloitte can build frequent transfer destinationsinto a phone book or speed dial to maximize agent efficiency and reduce the time callers need to wait while the agent looks up a phone number. These configurations are typically simple in the D2C2 platform and are handled routinely as a part of normal configuration activities. Because we recognize that these calls are important to track even though they may be transferred before reaching the agency’s representatives, D2C2 includes reporting on these transferred calls that can inform business decisions about how to design a phone tree or quicktransfer options to program into the agent’s phonebook for easy access. During the configuration process, we review reporting capabilities and goals with the business owners andensure that calls undergoing a transfer are captured in any reports to align with the agency’s business objectives. D2C2 contains a multitude of call redirection advanced features that Deloitte’s team of experienced implementation professionals can deploy as needed to any agency based on theirbusiness needs. The configuration for each of these advanced features is part of our transitionproject; while not every advanced feature is required for every deployment, expertise around these features and the effort and opportunities involved with configuring them is always available. Our experience implementing these features will make every transition an opportunity toimplement efficiencies around transfers that streamline agent actions, improve caller experience, and promote strong decision making through call tracking and reporting.
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