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Los Angeles County Internal Services Department Help Desk Now Automated with Sonant Corporation's Contact Management Product
New Automation Initiative Enhances Computer Support, Saves Time for Thousands of LA County Employees
San Diego, CA - February 25, 2002 -
Sonant Corporation announced that the Los Angeles County Internal Services Department (ISD) has begun using Sonant's contact and data automation product, ClientCall eCenter(tm), for processing computer service and support requests from Los Angeles County employees. ISD, created by the Los Angeles Board of Supervisors in 1989, currently provides purchasing and contracting, facilities operations and information technology services to County departments. Sonant's ClientCall eCenter was selected by the Information Technology Service (ITS) division of ISD to automate incoming phone calls from employees who need assistance with computer hardware and software and Internet connectivity. ITS plans, develops, operates and maintains computer applications, systems and networks, and telecommunications systems; ITS also operates and manages the County Data Center. County employees will benefit from the system by receiving improved response time for either on-line information or from a live help desk agent, and faster access to a broader range of technical topics.
The primary function of the ClientCall eCenter Help Desk application is to classify inbound help desk calls using dialed-number information system (DNIS) and caller-entered information and distribute them to the appropriate information messages or help desk analysts. The system includes Sonant's proprietary InfoLock(tm) computer-telephony integration technology that enables the data associated with the call to be retained throughout the life of the call. When a call is delivered, information gathered from the caller and from the department's account databases is delivered to the call-handling agent's desktop. Portions of this information are sent to a third-party service center application to perform a screen-pop. For example, when the caller enters a valid trouble ticket number, the service center application will display the ticket window. This minimizes the time required by the analyst to gather information from the caller, as the caller is never required to re-enter any information previously supplied.
If an analyst is available, the call is dispatched immediately. Otherwise, the call remains in queue until it is dispatched. While in queue, the caller hears a sequence of information messages, which messages include on-hold messages, position in queue messages, and music segments. The messages can be configured based on the dialed number information. The system provides daily, weekly and period-specific reports and logs for real-time and periodic analysis. Application statistics track the number of times that selected points in the system's scripts were accessed by the callers. This permits help desk managers to analyze caller use of the various features of the system.
Linda Komnick, ISD Division manager in the Customer Assistance group, noted, "We've had a very good experience working with Sonant and its ClientCall eCenter product. One of its biggest advantages is that we can make announcements to our customers about a network or application problem ahead of time. It keeps us ahead of any serious problems."
According to Sonant Executive Vice President, Jim Stafford, "The successful installation, configuration, and use of the LA County ISD Help Desk system is an important milestone for Sonant. We have, once again, re-affirmed our commitment to this and other LA County customers by providing high-end, affordable automation products for their e-government initiatives. We look forward to a long working relationship with the LA County ISD."
About Sonant
Sonant Corporation, a privately-held technology company based in San Diego, provides customized phone- and Web-based contact and information management systems for a wide range of industries and government organizations. ClientCall eCenter™ is the foundation platform of Sonant's family of contact center and electronic payment automation products. The products and services include such contact center automation features as Automatic Contact Distribution (ACD), Automated Speech Recognition (ASR), Interactive Voice Response (IVR), electronic payment by phone and Internet, Computer Telephony Integration (CTI), fax-back, and Web call-back. ClientCall eCenter is designed to enhance an organization's customer service and reduce operating costs.
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SONANT Contact:
Charlie Smith,
(800) 929-2920, x218,
csmith@sonant.com
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