{"id":4231,"date":"2020-05-07T23:24:19","date_gmt":"2020-05-07T23:24:19","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4231"},"modified":"2020-07-01T12:25:57","modified_gmt":"2020-07-01T19:25:57","slug":"dcss","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/dcss\/","title":{"rendered":"California Department of Child Support Services"},"content":{"rendered":"<h4>\n\t\tIVR &#038; Multi-Site\n\t<\/h4>\n\t<h1>\n\t\t\t\tContact Center Implementation\n\t\t\t<\/h1>\n\t\t<p><strong>The California Department of Child Support Services<\/strong> (DCSS) was seeking a statewide, centralized contact center solution that improved efficiency and cut costs. PTP led a strategic technology and CX assessment to pinpoint areas for improvement, implemented a streamlined contact center platform, and provided ongoing project management, training, and support services.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/dcss_logo_circle.png\" alt=\"dcss_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>Due to legislative reform, DCSS was required to boost the efficiency of statewide operations. However, as a result of their current contact center setup, they were faced with various challenges, including:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tThe difficulty of delivering consistent service quality across 59 independently-operated  sites<\/li><li>\t\t\t\t\n\t\t100 different local and toll free numbers requiring IVR system management<\/li><li>\t\t\t\t\n\t\tThe varying maintenance required for each site\u2019s call center environment<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tCentralizing for Greater CX, Greater Efficiencies\n\t\t\t<\/h3>\n\t\t<p>By constructing a broad-reaching solution that united the numerous contact center sites, PTP supported DCSS in fulfilling all new requirements. Our solution and implementation included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>A Centralized Approach with Improved CapabilitiesFeaturing a centralized headquarters data center (supporting 58 counties), a centralized speech-enabled IVR system (bilingual), and a Genesys-based solution with intelligent call routing to all counties.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Computer Telephony Integration (CTI) and Voice Over IP (SIP Server) Core Network RoutingAllowing improved efficiency and efficacy through technology.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Expanded Reporting and MonitoringReporting and telecommunications network and quality monitoring was made available at the state and county levels.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/dcss_image_small.jpg\" alt=\"dcss_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/dcss_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/04\/more_of_investment.png\" alt=\"more_of_investment\" itemprop=\"image\"\/>\n\t\t\t<h4>Measurable improvements in the customer experience<\/h4><h6>  <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/condensed_number.png\" alt=\"condensed_number\" itemprop=\"image\"\/>\n\t\t\t<h4>100 numbers consolidated into 1 statewide<\/h4>\t\t\t\n\t\t\t\t<p>toll-free number for public use<\/p>\n\t\t\t<h4>Decrease in call handling time<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/expanded_management.png\" alt=\"expanded_management\" itemprop=\"image\"\/>\n\t\t\t<h4>Expanded management capabilities<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t\t\t\t<p><i>\u201cPTP has consistently stepped up to and beyond their contractual obligations, filling the gaps that other vendors have left and delivering excellent services.\u201d<\/i><\/p>\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3 class='uabb-testimonial-author-name testimonial-author-name'>&#8211; Shannon Kuzmich<\/h3>\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tProject Manager, State of California\t\t\t\t\t\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>The DCSS is a state child support program, partnering with parents and guardians to ensure that families receive court-ordered financial and medical support. The network of 48 county and regional agencies serve approximately 1.4 million children and their families throughout California. <\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>IVR &#038; Multi-Site Contact Center Implementation The California Department of Child Support Services (DCSS) was seeking a statewide, centralized contact center solution that improved efficiency and cut costs. PTP led a strategic technology and CX assessment to pinpoint areas for improvement, implemented a streamlined contact center platform, and provided ongoing project management, training, and support [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":20,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4231","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4231"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4231"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4231\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4231"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}