Hours of Support

Application

Support Hours

Days of Week

Contact Center Services

Business Hours: 7:30 a.m. to 5:00 p.m. 

Monday through Friday

On Call Support: 24×7

24×7

Product Features and Descriptions

Feature

Description

Manage Call-Flow

Manage and blend inbound/outbound multi-channel interactions, and give customers their choice of contact options – voice, email, webchat, business objectives, voicemail routing.

Manage Call Queuing

Automate multimedia queuing and routing processes to quickly connect customers with a knowledgeable agent.

Agent 

Training/ Monitoring

Improve agent training, and agent performance.

Service Levels

Elevate service levels and customer satisfaction with real-time monitoring and full-time operational visibility; metrics provide accuracy in forecasting and scheduling.

Unified Communications

Unified Communications with IP solutions integrated with the Cisco Unified Call Manager.

Report Management via Standard Reports

Genesys provides real-time and historical management reports and extensive historical data storage capabilities.

Real-Time Views

Quickly pinpoint problems across the entire operation; helps to reach resolutions in real-time.

Instant Alerts/Threshold

The Genesys Supervisor has a threshold alerting function that instantly notifies users of important developments in the contact center.

Customized Reports

Custom reporting is an optional feature. Customers may review options and costs with DTS and Genesys.

Additional Features at Additional Costs

Workforce Management

The ability to schedule agents and forecast work schedules.  Includes analytics and quality monitoring.

Dialer

Can be used for Agent and Agentless campaigns.

Speech recognition

Available in customized applications

Features Not Included

Feature

Explanation

Application Program Interface (API) or Third-Party Integration

API or other third-party integration is not included as default functionality in the Enterprise E-fax Service. Please engage DTS channels for information,  estimates and statements of work.

Rates and Billing

Feature

Description

Base Rate

Contact Cetner 

Call Management Services: Core License per Month. 

$25.44

SBA

Various rates for server maintenance and other services selected by the agency

SBA

Ordering and Provisioning

Orders for changes to existing Contact Center environments can be made by contacting the product team lead for Contact Center.

Orders for new contact center environments should be coordinated with the product team lead for Contact Center.

For additional questions, please contact the DTS Customer Support Center, 801-538-3440 or 800-678-3440, and request DTS Voice Provisioning  contact you with information on ordering and planning your Contact Center requirements.

Product Team Lead: 

Debbie Bauman
Desk:  801-967-4609
Email: dbauman@utah.gov 

DTS Responsibilities

DTS will: 

• Provide each Customer/Agency with a partitioned environment for  services, seven (7) days per week, twenty-four (24) hours per day excluding scheduled downtime.
• Provide timely responses to all service requests. (See General Service Levels and Metrics at the end of this document)
• Schedule and coordinate routine maintenance to be performed during specified Customer/Agency maintenance windows. For situations where scheduled downtime is needed outside the Business Day on weekdays, DTS agrees to notify the agency contacts directly rather than rely on the Change Management Meeting to make these arrangements. The approved downtime window for ALL agencies is on Saturdays between 5 p.m. and 8 p.m. for Genesys maintenance, i.e., system reboot. Any other downtime, i.e., emergency maintenance or repair must be scheduled as a Change Management Request for Emergency Break-fix.
• Notify the Customer/Agency Genesys representative of scheduled downtime identified in the DTS weekly Change Management Meeting. DTS will also make “a best effort” to notify agency representatives directly, but notification through standard Change Management meeting communication methods will be considered as proper notification for all scheduled downtime.
• Provide maintenance support and problem resolution coverage as defined. (See General Service Levels and Metrics at the end of this document)
• Provide authorized personnel as identified with an Interaction Administrator License the ability to program, manage, utilize, and maintain Users and Workgroups.
• Update DTS’ inventory and billing database (Mobichord) with order information issued by the Customer/Agency’s authorized personnel.
• Reconcile any billing discrepancies with Customer/Agency and process credits for any overbilling, based upon the appropriate documentation. (See the Genesys SBA for additional billing methodology.)
• Take reasonable precautions to protect Customer/Agency’s call data against unauthorized access.
• Maintain twenty-four (24) hours a day, seven (7) days a week point-of-contact for Customer/Agency to report failures.
• DTS will be responsible for all (Genesys) payments to vendor(s) required to provide the services described in this Product Description that pertain to the core. To recover these core costs from the agencies, DTS will draft a Special Billing Agreement to identify costs. DTS will pay the vendor(s) for all other expenses specific to agencies and will bill such costs back directly to the agency.
• DTS will coordinate vendor/customer forums.

Agency Responsibilities

The agency will: 

• Submit a written request to DTS for all changes that directly affect billing for contact center services.
• Submit all service requests to DTS. Changes and new requests for contact center features and functionality may be requested through the DTS Genesys Project Manager.
• Report all interruptions of service and/or service problems through the DTS Help Desk at 801-538-3440 or 800-678-3440 or online through ServiceNow.
• Agree to pay for costs incurred to resolve any failures caused by customer/agency personnel.
• Provide DTS a list of authorized customer/agency representatives who should be contacted for scheduled downtimes and/or status of failures for the contact center.
• Pay the costs described in the SBA for these services.
• Genesys customers may add, change and/or remove an agent; agencies can do this through their Interaction Administrator or through an order to DTS Voice Operations.
• Agency to review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed. 

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

• Application Availability
• Resolution Time
• Initial Response
• First Contact Resolution 
• Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php. 

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php. 

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.  

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php. 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.