Contact Center Sample Clauses

Contact Center implement the following functionality within the Contact Center to allow for Secure Message Center, Chat, Intelligent Virtual Agent (IVA) Non-Transactional, and Intelligent Virtual Agent (IVA) Transactional; and (iv)

Contact Center. The purpose of this section is to define responsibilities relating to Contact Center operations.

Contact Center a service for processing telephone calls, electronic and written appeals of existing and potential customers of the Bank, performing voice authorization and performing the functions of providing the Cardholder with information and consulting services and the services specified in the Rules; 16) Card to be digitized - a card authorized to be added to the Electronic Wallet; 17) Money use limit set by the Bank - the maximum amount of money for conducting a Card transaction, set by the Bank on the Card, available to the Cardholder for a certain period of time (month, week, day, etc.); 18) Money use limit set by the Client - the maximum amount of money for conducting a Card transaction on the Card, set by the Client on the Application, available to the Cardholder for a certain period of time (month, week, day, etc.); 19) Contactless Transaction Limit - the amount of a card transaction, which does not require authentication of the Cardholder by entering a PIN code. The limit is determined and set by the Acquiring Bank in accordance with the IPS Rules.

Contact Center. 10.1. The Vendor shall provide a toll-free dispatch contact center located within fifteen (15) miles of the Florida’s Turnpike Headquarters in Ocoee, Florida. The primary responsibility of the contact center will be to perform as the central communication hub for contract and Department toll collection employees. The contact center shall operate 24 hours a day, 7 days a week. The contact center will be the primary point of contact for all schedule and operation related issues. The contact center will communicate all schedule modifications in a real-time environment. 10.2. The Vendor must provide a Customer Relationship Management (CRM) system capable of recording incoming and outgoing calls to the contact center. The CRM shall be capable of producing a confirmation number that will be provided to the caller for reference purposes. All inbound and outbound calls made to and from the contact center will be recorded and stored for documentation purposes. The recorded calls must be indexed for easy identification and retrieval and shall be associated with the confirmation number or CRM entry. The Department reserves the right to listen to recorded calls. 10.3. The contact center shall have the ability to view a contract employee’s schedule through a real-time display. The contact center shall have a web-based centralized scheduling software that is capable of real-time displays of contract employee’s status. The software shall be capable of future schedule development and retaining past schedules for documentation, payroll and invoicing purposes. The software shall be able to automatically document employee absences and lateness and have the capability to capture vacation request information. Department Toll Facility Managers and other Department designated employees shall be granted access to the web-based scheduling system for confirmation of labor hours billed and to view toll facility schedules for contract employees in real time. THIS EXHIBIT HAS BEEN REDACTED AND IS THE SUBJECT OF A CONFIDENTIAL TREATMENT REQUEST. REDACTED MATERIAL IS MARKED WITH [***] AND HAS BEEN FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION. 10.4. The Vendor will provide an internet enabled time clock device capable of real-time uploads to the centralized scheduling software. The Department will not provide internet connections at the toll facility locations. The Vendor will be responsible for all costs of the installation, internet and maintenance of the time-clock dev...

Contact Center. Statuses in the Service Management tool at Contact Center Open When a SR is created and transferred to a Group Coordinator Closed When the Incident is solved by all parties involved in solving the issue. At this point, the solution has already been implemented and the client informed of this solution. Frozen When waiting for action or information of the End User Other statuses Status Meaning Detected • phone: the user calls the Contact Center • e-mail/web form: the e-mail is received in the mailbox of the Call Center Informed • phone: Call Center picks up the phone • e-mail/web form: not applicable Treatment Time Detection Time Reaction Time Resolution Time D E T E C T E D I N F O R M E D O P E N C L O S E D 30 sec 30 min 24 sup.h All 45 sup.h 2nd Line F R O Z E N F R O Z E N INCIDENT • Timeline within Contact Center

Contact Center. 1. Maintain measures and reporting of call performance. 2. Support contract owner and agent inquiries, and requests. 3. DALBAR, Inc. participation pursuant to the Customer maintained contract with DALBAR, Inc. 4. Will track and report on both customer and agent phone lines abandonment rates, calls offered and average seconds to answer (ASA’s) for Customer information and tracking purposes.