Prior to engaging Enghouse Interactive, the State of Louisiana (SOLA) was using a collection of disparate, legacy call centre systems that were inflexible and costly to maintain. The unnecessary complexity of managing multiple platforms isolated each agency in silos and hindered both cross-agency collaboration and managers’ ability to measure performance. In addition to a glaring lack of intuitive self-service functionality for constituents, there was little ability for agencies to respond to changing needs, particularly in the event of an emergency. The State needed to be more nimble to support agencies’ requirements, and it needed that flexibility to be less expensive, less labour-intensive, and less time consuming.
Enghouse CCaaS (Contact Centre as a Service) is an award-winning, multi-tenant cloud platform that allows state governments, municipalities, enterprises and service providers to build and manage multiple contact centres, each of which meets a broad range of requirements, on a single platform. With approximately 150 agents, Louisiana Workforce Commission’s Office of Unemployment Insurance is the most recent operation to take advantage of the State’s cloud contact centre environment. Since implementing its Enghouse CCaaS-based service, LWC has improved the experience for jobseekers and employers by streamlining self-service with simplified, intuitive navigation and voice prompts. Greeting callers with a targeted list of options omits non-essential information, saves time, and now citizens only interact with LWC contact centre agents when special assistance is required
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