Performance Technology Partners (PTP)
10 Case Studies
Case Study: California Department of Child Support Services achieves statewide contact center efficiency with Performance Technology Partners
A Performance Technology Partners (PTP) Case Study
California Department of Child Support Services consolidates 100 numbers into 1 statewide toll-free line with PTP
Performance Technology Partners (PTP) assisted the California Department of Child Support Services, which needed a centralized statewide contact center to improve efficiency and meet legislative requirements. Their challenge was delivering consistent service across 59 independent sites while managing 100 different phone numbers and varying local systems.
The solution implemented by PTP included a centralized Genesys-based platform with a bilingual IVR, intelligent routing, and CTI/SIP integration. This consolidated 100 numbers into one statewide toll-free number. PTP’s work resulted in decreased call handling time, expanded management and reporting capabilities, and measurable improvements in the customer experience.
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