Streamlined Customer Experiences With Custom Solutions
The mission of the Office of Unified Communications (OUC) is to provide a fast, professional, and cost-effective response to emergency and non-emergency calls in the district. Created in fiscal year 2005, the OUC consolidates the emergency 911, non-emergency and 311 call activities from the Metropolitan Police Department (MPD), Fire and Emergency Medical Services (FEMS), and customer service operations.
Industry
Health Services
Staff
300+ Employees
HQ Office
Wasington, DC
Services Performed For Office of Unified Communications
Salesforce Implementation
Salesforce Integration
Service Cloud Voice Integration
AI Implementation
Reporting Implementation
Products Services Included
Salesforce Service Cloud
Service Cloud Voice
Salesforce Custom Cloud
Nice
Salesforce Challenges
Office of Unified Communications experienced the following Salesforce challenges.
Integration with current telecom system is not seamless.
Recording calls is not automated since there is sensitive information discussed at times. CSR had to click in two places to record a call.
Sales teams had no call transcription capability from Salesforce.
Sales Management could not monitor calls from Salesforce.
Call analytics are not captured in granular detail.
No ability to leverage AI to mitigate the heavy call volumes during open enrolment.
Salesforce Solutions
AGG provided the following Salesforce Solutions to Office of Unified Communications.
Implemented Service Cloud Voice with current vendor Nice.
Defined dashboards at level – leadership, Supervisor/Manager.
Implemented AI for low priority calls.
Automated recording by the call DNIS or IVR selection and it is accessible in Salesforce reporting.
Salesforce Results
Office of Unified Communications experienced the following Salesforce results with Access Global Group’s Consulting Services.
CSR’s are trained and monitored effectively.
Call/Case resolution speed went up 40%.
Time spent on internal teams gathering reports for level – leadership, Supervisor/Manager went down by 90% for forecasting.
Calls are recorded for audit purpose automated or with one click.
Call transcription reduced the stress of doing multiple things for CSR’s significantly.
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For the last 15 years we’ve been creating customized Salesforce Solutions for clients of all industries and sizes. With a perfect 5-Star rating on both Salesforce AppExchange and G2 User Reviews, Access Global Group is the right choice for your organization’s Salesforce transformation.
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