State of Georgia Hosted Contact Center with TTEC Digital

CONTRACT NUMBER: 98000-0000005215-AVT

The All-in-One Cloud Contact Center Platform

TTEC Digital is proud to work with the Georgia Technology Authority, State of Georgia agencies, Georgia’s local government, public universities, and municipalities to provide a modernized All-in-One Cloud Contact Center platform.

Citizens want real-time support from federal, state, and local government agencies. Deliver personalized experiences with a leading government contact center solution: lower costs, strengthen public trust and increase efficiency with Genesys Cloud.

Whether you are a city/county agency, municipality, or even a higher education organization, TTEC Digital is the all-in-one CX partner that can help solve challenges related to improving the citizen or student experience, workforce management, legacy platforms, and digital transformation.

At TTEC Digital, we take the time to walk-through how the challenges unique to your organization can be addressed through a contact center transformational engagement.

Our Process: Experience 360

Citizen Experience Transformation is in our DNA

At TTEC Digital, we understand that state entities procuring off the GTA Hosted Contact Center contract will vary in size and have diverse technical and business requirements. We’re here to support agency partners by enhancing their technical abilities to improve the way they interact with constituents, and to tailor a unique combination of strategy, data, and orchestration for each client through our Experience 360 methodology.

• CX Design

CX Orchestration •

Experience Strategy

Digital Experience

Interaction Experience

Experience Innovation

Improve Service Delivery with Testing & Drills

We actively test and validate failure and recovery paths through automated chaos testing and fire drills. On average, 500 automated chaos experiments are conducted daily to anticipate and, ultimately, prevent failures so you aren’t impacted.

Innovate & Evolve Service Offerings

The Genesys Cloud platform is designed to help you manage change in a secure, reliable and scalable way. Whatever tomorrow might bring, the Genesys Cloud All-in-One platform will be ready — constantly evolving to help you stay ahead.

Ensure Cost Competitiveness & Transparency

TTEC Digital has partnered with Genesys to offer a simple pricing structure that makes it easy to evaluate cost and consumption. We propose an All-in-One, 3-tiered solution that provides every omnichannel capability that your agencies would ever require.

Our Success with Alaska

"There is no longer a need to wait in a crowded lobby or even wait on the phone. The [virtual contact center] offers the opportunity for a callback without losing their place in the queue. I'm excited that the [agency's Division of Public Assistance] is now able to offer this tool which will help us to achieve the best possibly outcome for each Alaskan who is in need of assistance."

SHAWNDA O'BRIEN, DIRECTOR OF DHSS DIVISION OF PUBLIC ASSISTANCE

Read the Case Study

BENEFITS

Convenience At Every Single Touchpoint

Our solution is a true omnichannel citizen engagement platform for delivering superior experiences that includes:

Cloud Based Solutions

Offering advanced feature sets and technology integrations with ease of use

Artificial Intelligence

Powering your contact center with Genesys AI for personalized experiences at scale

Dedicated Account Executive

Supporting the State of Georgia agencies, local government, municipalities, and universities

Reporting and Analytics

Delivering a complete view of contact center activities. Let data inform decisions and shape experiences

Integrations & Apps

Delivering fast, seamless integrations. Connecting business-critical systems like your CRM, ERP, and SSO solutions

Inbound Routing

Optimizing all available resources and balance workloads across multiple sites

Call Center Software

Cloud-based software with all the essentials: voice, routing, inbound, outbound, collaboration, and more

World-Class Project Management

Including implementation, maintenance, and support of the solution by the TTEC Digital team

Security Regulations and Policies

Including National Institute for Standards and Technology (NIST), FedRamp, cybersecurity and other regulatory standards

Customer Self-Service

Representing the tools and technologies that support customers/students calling in for (agent-less) IVR-based self-service

TTEC Digital, Genesys and Google CCAI

Things like AI and Machine Learning are nearly impossible to create in your own data centers, but in the Genesys Cloud All-in-One platform, they are readily accessible.

Better yet, under the covers, entities procuring off the Georgia Technology Authority HCC Contract can leverage the elastic application layers to seamlessly extend critical functionality to agents, business users and customers upon a whim.

Resources, Documents and Forms

• Master Services Agreement

• Customer Purchase Agreement

Questions?

Eric Hutter

Vice President, Public Sector

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Speak with a Dedicated CX Expert!

Ready to take the next step in providing exceptional customer experiences? We're here to help guide you on this journey!

If you want to connect, here is a brief overview of what you can expect during the chat:

Explore current strategies
Highlight recent challenges you are looking to solve
Understand future-state goals and objectives
Talk best-fit solutions and next steps (if applicable)

Your vendor choice makes all the difference in your ability to work securely. Genesys builds solutions to meet and exceed leading security practices.

We make it a priority to protect your agency, your constituents and your employees. Adhere to regulations and policies including National Institute for Standards and Technology (NIST), FedRamp, cybersecurity and other regulatory standards.