IT Employment Investigate

State Agency Invests in Technology to Manage Increased Calls

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Executive Summary

The Oregon Employment Department (OED) is an active partner in the development of the state's workforce development system. OED has an automated message that is played for every incoming call, providing useful information about claims, how to file online, and the like. The lack of flexibility in the system caused the agency to rely more heavily on alternate methods. OED chose Cisco to overcome these challenges. They installed Cisco Unified Contact Center consisting of intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multi-channel contact management over an IP infrastructure. The results of installing Cisco Unified Contact Center were improved functionality and maintenance of call centers throughout state, centralized hardware and increased call distribution and customer service.

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