Reactive to Proactive

Modernizing the Contact Center

The Florida Department of Economic Opportunity (DEO) requested a modern contact center solution focused on significantly increasing efficiency. PTP designed and implemented features such as self-service IVR, intelligent routing, workforce management, and intelligent routing to achieve the Florida DEO’s primary goals and conquer operational challenges.



There were a number of challenges that resulted from the Florida DEO’s outdated contact center, including:

  • The agency was often overwhelmed by high call volumes, particularly in cases of natural disasters or legislative changes. As a result, the contact center response became reactive, rather than proactive.

  • The agency struggled to adequately project training and staffing needs.

  • A lack of reporting and available data made it virtually impossible for the agency to integrate their CRM and contact center platforms.

Implementing a Proactive Strategy

PTP joined the Florida DEO as a strategic partner, utilizing our expertise to design a unique solution to suit their specific needs. After thoroughly analyzing their current technology and operations, we were able to execute a modernized solution that met all objectives. Our strategy and implementation included:

  • Self-Service IVR

    Customers are empowered with self-service options, which use upfront data capture to address questions and concerns, as well as provide information. Integration with the CRM software enhances overall customer management.

  • Skill & Priority-Based Routing

    Callers are routed to the agents best-equipped to serve their needs, while queue management offers wait time information and a call-back option.

  • Intelligent Desktop with Screen Pop

    Screen pops provide agents with claimant or employer information for more efficient call resolution.

  • Reporting & Analytics

    Real-time visibility offers managers an at-a-glance view of outstanding emails and queued callers.

  • Workforce Management

    Improved forecasting allows for more effective employee scheduling.


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Reduction in Average Handle Time

Decreasing the total by more than 6 percent



increase in adherence

Allowing the DEO to handle approximately 3,500 more calls



jump in agents’ quality scores

(from 72 to 93%), with a 6-minute reduction in Average Handle Time for the top agents at DEO

We are now controlling the business instead of reacting to the business. We’ve definitely been able to be more innovative than in the past and we look forward to continuing that as we expand into new areas.


Bureau Chief of Contact Center Operations, Florida DEO


The Florida DEO administers state and federal programs to strengthen the state’s economic growth, implementing efforts for community development, effective workforce investments, job creation, and local business support.



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