The Contact Center Platform is installed at the Taylorsville State Office Building and is monitored and maintained by DTS Voice Operations personnel. There is a redundant server environment available in the Richfield Data Center that is utilized in the event of any outages or maintenance windows.
The current Contact Center Platform is provided by Genesys. Genesys has announced End of Life (EOL) for the currently installed Pure Connect Contact Center platform. The last day of support is July 31, 2025. No new development beyond minor bug fixes will occur beyond July 31, 2025. Below are the critical dates that Genesys has published.
- January 1, 2024 – End of Sale on anything new
- August 2024 – Last Renewal of Licenses
- July 31, 2025 – No Support/Final Shutdown
Hours of Support |
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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 |
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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 |
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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 |
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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 |
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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 |
DTS Responsibilities |
DTS will:
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Agency Responsibilities |
The agency will:
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DTS Service Levels and Metrics |
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In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:
Application AvailabilityApplication 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 TimeResolution 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 ResponseInitial 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 ResolutionFirst 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 ReportingAll 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.
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