January 31, 2008 – San Francisco, CA. Unified TelData Inc., (UTDi) has announced that the Small Business Association (SBA) Disaster Assistance Customer Service Center has implemented a state-of-the-art call center from Avaya. With the help of UTDi, the SBA is now operating a next-generation, multi-channel contact center to better serve its constituents.

The SBA customer service center serves individuals with loan assistance after suffering a disaster. To do so, the SBA previously operated a general PBX that allowed for multiple channel communication, but lacked the necessary data capture consistency necessary for an efficient environment that would serve its constituents effectively.

Multiple data capture points also contributed to inconsistencies in reporting. The SBA is required to provide weekly reports to the federal government on their daily metrics. Much of the reporting process was completed manually as the center lacked the means for full automation. The center also lacked the ability to route calls according to skills sets and accurately forecast for peaks and valleys in call volumes.

To address these issues and ensure that the SBA had the functionality it desired to manage multiple channels, effectively monitor calls, manage multichannel interactions, and implement skills-based call routing, UTDi implemented the Avaya Contact Center Express. Hardware implementations included the Avaya Callmaster® V Digital Voice Terminal and Avaya 2420 digital telephones.

With this integration Avaya solution, UTDi also provided SBA with the ability to quickly expand its customer service center in the event of a disaster. With this new contact center implementation, the SBA has the ability to hire temporary employees that can be trained in 1-2 days for immediate deployment. New monitoring capabilities allow the lead supervisor to listen in on calls and “whisper” assistance to the agent during a call.

The Call Management System (CMS) enables full and automatic reporting on all contact center functions and performance. Canned reports can be produced, eliminating the need for manual manipulation of data. The center is now outfitted with real-time, integrated and historical reporting that display current ACD call activity on agents, splits/skills, trunks, trunk groups and vectors.

The SBA customer service center now also enjoys the functionality of a new interactive voice response (IVR) system. With this capability, SBA constituents can utilize self-service options to access real-time information. This option also helps to improve the productivity and efficiency of the call center.

The SBA customer service center now also enjoys the functionality of a new interactive voice response (IVR) system. With this capability, SBA constituents can utilize self-service options to access real-time information. This option also helps to improve the productivity and efficiency of the call center.

According to Lyhn Haller, President of UTDi, “The challenge for the SBA deployment was to provide high level skills-based routing along with applications that could expand and contract as needed. UTDi was able to work with the SBA customer service center to transform it from an antiquated, somewhat manual system to a state-of-the-art multi-channel call center innovative enough to support its constituents into the next decade.”

SBA Disaster Assistance Customer Service Center Deputy Director, Colleen Hiam spoke confidently about the implementation of the Avaya solution from UTDi: “It will definitely allow us to operate more efficiently and cost effectively. The whole experience with UTDi has been very positive and we have already experienced significant benefits.”

About UTDi

Unified TelData, Inc. (UTDI) provides Intelligent Solutions for world-class communications to a broad range of customers including AVMED, United Way, APCO Worldwide, BMW, the City and County of San Francisco, and the United States Department of Housing and Urban Development.  A full-service solutions provider with offices nationwide, UTDI offers its clients intelligently architected solutions as well as deployment, on-site training, technical support, financing options, and maintenance programs. UTDI is a National Avaya Platinum Business Partner, ranking among the top 10 Avaya dealers in the United States. 

About SBA