The U.S. Department of Health and Human Services gets up to 1 million calls a week from members of the public, and the agency wanted a way to route those inquiries more quickly and efficiently. Verizon Business worked with the agency to provide an integrated customer contact solution to more effectively link callers with the assistance they need while helping to better address surges in call volumes.
Under a new $187 million agreement, Verizon Business is also providing Health and Human Services with a range of audio and Web-based collaboration services to help the agency boost productivity among its employees so they can better serve callers. The award was made under the U.S. General Services Administration's Networx Universal contract, which runs through 2017 if all options are exercised.
"Callers to Health and Human Services usually have a pressing need, and our contact center solution is making it easier for them get the information and assistance they need in the most timely way," said Susan Zeleniak, group president, Verizon Federal. "This solution - coupled with the new collaboration services we're putting in place - helps position the agency to best meet the evolving needs of the U.S. population."
The agency, whose mission is to protect the health of all Americans and provide essential human services, receives about 1 million calls a week to multiple call centers through contact numbers such as 800-MEDICARE, 800-4CANCER and 800-CDC INFO.
Verizon Business' solution combines advanced interactive voice response and touch-tone commands to transfer callers to the appropriate agent for handling. Also, the Verizon Business contact center solution enables Health and Human Services to quickly and easily increase the number of call center agents in response to a surge in calls and provide callers with a wider range of options to receive the information they need.
Previously, Verizon Business had provided the voice and contact center services to Health and Human Services under the GSA's Federal Telecommunications Service 2001 (FTS2001) contract, the predecessor to the Networx program.
Verizon Business is the largest provider of communications services to the U.S. federal government and one of the largest providers of advanced communications and information technology services globally.
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE, NASDAQ: VZ), is a global leader in communications and IT solutions. We combine professional expertise with one of the world's most connected IP networks to deliver award-winning communications, IT, information security and network solutions. We securely connect today's extended enterprises of widespread and mobile customers, partners, suppliers and employees - enabling them to increase productivity and efficiency and help preserve the environment. Many of the world's largest businesses and governments - including 96 percent of the Fortune 1000 and thousands of government agencies and educational institutions - rely on our professional and managed services and network technologies to accelerate their business. Find out more at www.verizonbusiness.com.