Case Study: Government Solution Company streamlines workers' compensation claims with TTEC's cloud self-service contact center

Government Solution Company - Customer Case Study

TTEC helped a large state Government Solution Company modernize its contact center so workers’ compensation claimants could get answers by phone through self-service. The agency needed a more scalable, lower-cost way to handle rising call volumes while reducing internal IT and specialized training requirements.

TTEC implemented a cloud contact center solution featuring Unified Contact Center Enterprise Automatic Call Distributor, Interactive Voice Response, Dynamic Routing, Integrated Reporting, icDesktop, and icPortal. The new IVR system enabled many claims to be handled without live agents, dramatically reducing calls to staff, allowing the agency to renegotiate its 800-number carrier services, and virtually eliminating on-premise support needs while giving the organization the flexibility to scale staffing up or down as demand changed.