Contact Center Implementation

Project Description

A State Tollway desired implementation of a new SAP-based Customer Relationship Management System serving over 3 million customers. As part of this project, the Tollway’s Contact Center had to be migrated from an old Avaya based system to a new Cisco-based system integrated with SAP. The Tollway contracted with Accenture to provide these services. Accenture partnered with SDI to assist in the implementation of these services.

Project Goals

The Tollway’s Contact Center is comprised of 200 call takers handing over 15,000 calls per month. The Tollway required a new Automatic Call Distributor (ACD) system and a new Interactive Voice Response (IVR) system integrated with SAP so callers could check their balance, add funds to their account over the phone without the need to transfer to a live agent. The Tollway also required automated outbound call campaigns to remind customers of an outstanding balance or expired credit cards. These services would also be available in the Spanish language.

Services Delivered

SDI services include but are not limited to the following:

• Project Management
• Call Manager engineering for 200 agents
• Custom Development
• Functional Testing and Load Testing
• Custom reporting

Project Results

• Streamlined automated response for a better customer experience
• Call activity recorded in SAP for more accurate customer management
• Proactive customer contact to prevent penalties to the customer