The Social Security Administration (SSA) has chosen Verizon to provide Unified Communication (UC) and Contact Center (CC) services to more than 62,000 SSA employees at 1,300 locations through The Next Generation Telephony Project (NGTP). This project focuses on converging three existing systems to provide an enterprise-wide CC and UC solution upgrade for the SSA.
Verizon will provide a customized UC/Customer Experience platform that will help the SSA transform customer service as part of its long-term IT modernization plans. The project includes complete operational support services including management, maintenance, training, help desk, network operations center, security, recording and analytics. It also enables the SSA to analyze operations more effectively, improve customer experience and better serve the public across channels, whether in-person, video, phone or online. ...
Verizon will also play an instrumental role in replacing SSA’s national 800 number teleservice platform, which supports over 10,000 agents and field office employees who respond to citizen inquiries regarding their SSA benefits.
6 comments:
This is a match made in heaven. Try calling Verizon at any point in time, on any day of the week. Just like SSA, it feels like they are always experiencing a high volume of calls and their menu has recently changed.
Who was the prior carrier ? Anyone know ? I agree with 10:33 unless Verizon provides dedicated service and contact lines it is a volcano waiting to erupt. Can't wait until the prompt " do you want to participate in a customer survey". What's next survey results to be included in SSA Performance Appraisals ?
First step to outsourcing our calls to 1-800-India where the CSR's earn $5/day?
The Nortel and VoIP was crap. CenturyLink bill payment was a pain. Can't wait.
This isn't Verizon as a carrier, it's as an infrastructure partner on telephony. Carrier service (landline or cell), like it's FIOS service is but one of a number of communications offerings Verizon has. But this isn't that as much as it's what is at the other end of the connection regarding a platform to connect people and reps together with teh tools needed to allow business to be transacted and with teh service logs, MI data etc needed to manage same.
Most CSRs can't communicate anyway.
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