ITC DeltaCom, a supplier of integrated communications services to clients in the southeastern United States, has extended its current association with the State of Florida’s Department of Management Services (DMS).

According to a press release, the new expanded set of services will include a network based Interactive Voice Response (IVR) offering. DMS has executed the IVR solution in the State of Florida’s Agency for Workforce Innovation (AWI) to better enable its contact centers for call handling of unemployment benefit inquiries and claims processing. DMS also plans to expand the solution to other state agencies in the near future.

In the release, DMS Secretary Linda H. South said “The Department of Management Services works daily to provide smarter, better, faster services to our customers, and we are pleased that our Telecommunications Division with the help of Deltacom (News - Alert) identified this solution. It is critical that the Agency for Workforce Innovation has tools to increase its efficiencies during this time when their customers' needs are at an all-time high."

DeltaCom’s offering helps AWI to segregate calls and categorize by preferred language and also helps to pinpoint every caller’s need, whether it is to report job search activity, find out the status of an existing claim or to get information about the current set of benefits being offered to them. The caller will provide a set of responses to the automated IVR. The IVR in turn will bring out an intuitive response or puts the caller in queue to speak with a live English, Spanish or Creole speaking contact center executive. All these features will help the AWI bring about significant improvements in their communications efficiency with their clients.

The IVR system will also deliver instant reporting to assist the AWI to track and proactively chalk out its agent resources. With the IVR execution, AWI has managed to improve its call answering rate to 98 percent.

Deltacom has been a long time partner of the State of Florida’s Department of Management Services. While associating with State of Florida’s Department of Management Services the company has managed to help the state agency to meet every requirement of the community.

DeltaCom’s Executive Vice President of Sales and Marketing Toby Tomae remarked about how the company was happy to devise a solution that was able to keep pace with AWI’s increasing demands. He said the service is able to facilitate a huge improvement in the customer service levels that the State of Florida can now deliver to its residents.