Sergeant of Arms of the United States Senate
Call Center Analysis
Technology Plus, Incorporated (TPI) provided Call Center Analysis for the Office of Sergeant at Arms of the United States Senate (SAA). The analysis evaluated the Automatic Call Distribution (ACD) Call Center Operation and the relative success of the Esna OfficeLinx Integrated Voice Response (IVR) implementation. The analysis focused on identifying ACD operational requirements, future functionality, vision and how to best employ Officelinx in the ever changing environment. Based on the information gathered, Technology Plus evaluated the existing Avaya Contact Center ACD system capabilities and made recommendations for the future direction of this and the Officelinx platform technology.