State of Utah Department of Workforce Services

The State of Utah Department of Workforce Management project was a multi-phased multi-site implementation involving IVR and CTI applications that are currently using or will use advanced functionality such as Nuance’s Text-To-Speech and Automated Speech Recognition software. Department of Workforce Services has two contact centers responsible for providing services for callers looking to gain information on claims status, food stamps, Dept office locations, etc.  The State uses a Nortel’s MPS 1000 IVR for self service applications and has an Avaya G3 PBX for telephony.  Chrysalis has integrated the two systems along with their two desktop applications (Versade and a custom application) to trigger a screen pop on the desktop when the caller needs to be routed to an agent via Sonata CTI Solution.    The Department of Workforce Services is using Sonata CTI Solution to take advantage of current technologies that can provide better customer service and improve the efficiency of their agents.