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CEDA is a nonprofit community action agency with an annual budget of more than $150 million serving approximately 375,000 Cook County residents. Without reporting on daily call volumes, CEDA had no visibility into when inbound spikes would occur, nor could it easily identify high-call-volume days. CEDA recognized that something needed to be done to better serve its customers. Verizon Business worked with CEDA to understand the initial challenges associated with the LIHEAP program. The decision was made to implement Web Center-a network-based Automated Call Distributor (ACD). Web Center provided an immediate vehicle for overall control of incoming calls, allowing for visibility into number of calls, call status, traffic fluctuations, and more.
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