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Nationwide in Scope, Local in Touch Transforming 2-1-1 into a United Way Flagship Partner

Transforming 2-1-1 into a flagship partner of United Way, this initiative aims to create a nationwide telephony platform to support national clients, programs, and local communities of need. The project offers benefits such as increased impact, revenue generation, and improved alignment.

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Nationwide in Scope, Local in Touch Transforming 2-1-1 into a United Way Flagship Partner

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  1. Nationwide in Scope, Local in TouchTransforming 2-1-1 into a United Way Flagship Partner United Way Worldwide National 2-1-1 Telephony Initiative United Way Worldwide June 2014

  2. Agenda • Vision • Benefits • Overview of National Telephony Project • Timeline of Events • New Business • Yearly Savings to 211 • United Way 211’s • Independent 211’s • Additional Savings to 211 • Details of Agreement

  3. Vision: 2-1-1 as a UW flagship partner • A nationwide 2-1-1 platform supporting national clients, programs and local and regional communities of need, customized to the local level • Drives delivery of the United Way “Commitment” and Mission by establishing, promoting a true UW Flagship Partnership

  4. Benefits of a Virtually Connected 2-1-1 Network • UWW would lead in building a 2-1-1 nationwide telephony platform able to support nationwide projects - FEMA, CDC, CMS (ACA), Financial Services Industries, MFT • Support the initiation/creation of standards across the network • Enable smaller 2-1-1 centers an opportunity to be inter-networked and participate at a national level • New revenue generation for both UWW, LUW/2-1-1 and independent 2-1-1 • Increase 2-1-1 and UW impact on shared missions/goals • Increases trust: • Internally within the 2-1-1 and LUW communities • Externally through nationwide initiatives (Positioning)

  5. United Way Worldwide Objectives • 2-1-1 National Master Agreement • Improved Alignment • 2-1-1’s • 2-1-1’s • Increased integration • Establish National Infrastructure • Unified Telephony Solution

  6. Increasing Complexity For 2-1-1 centers

  7. What is the Premise

  8. What is Cloud Technology?

  9. Cloud Advantages • Scalability • Flexibility • Remote Agents • Reporting • Redundancy • Lower Up Front Costs

  10. Your Switch InContact dials the Agents 10 digit DID or extension and the switch passes the call through to the phone Reporting and management access to real time reports is via internet access to the inContact application Supervisor

  11. Timeline of Events • December 23rd 2013 • UWW signed Master Agreement • Moved to UWW pricing since January 1st 2014 • United Way of SLC 2-1-1 • Michigan 2-1-1 • Heartline (Oklahoma) 2-1-1 • 2-1-1 Tampa Bay Cares • United Way of Connecticut 2-1-1 • Emergency Food and Shelter • United Way Association of South Carolina-June 2014 • Hudson Valley (NY) 211-June 2014

  12. NEW Business joining inContact in 2014Under the United Way Worldwide Agreement? • Heartline 2-1-1 (Oklahoma) • Michigan Statewide 2-1-1 2014 New Network Engagement • Atlanta • Denver • Alabama • Missouri • Ontario Canada

  13. Agreement Framework • Key Points: • Master Agreement - UWW guarantor and subsides costs • Available to all 2-1-1 and 3-1-1 centers • Telephony 101 – how charges are accessed • Favored Nation status and pricing on telephony and service • Basic Requirements – a la carte options • SLA • Designated inContact CSM dedicated to the 2-1-1 network

  14. Tiered Pricing Model Tier One Tier Two • 0-200 Specialists • Concurrent Licenses - $109.20 • Call Recording – $10.40 • Chat and Email - $5.20 • Additional Ports - $50.00 • Premier Plus - $30.00 • 201 – 450 Specialists • Concurrent Licenses - $100.80 • Call Recording - $9.60 • Chat and Email - $4.80 • Additional Ports - $50.00 • Premier Plus - $30.00

  15. Tiered Pricing Model Tier Three Measuring Tiers • 451 Specialists + • Concurrent Licenses - $84.00 • Call Recording - $8.00 • Chat and Email - $4.00 • Additional Ports - $50.00 • Premier Plus - $30.00 • Accessed twice a year: June and December • Eligibility for new group pricing, specialist count must exceed the next higher pricing group tier at assessment for four months of the preceding six months

  16. What’s included? • Premier Success Plus Customer Success Package Includes: • •   Designated Customer Success Manager providing guidance, coaching, and advocacy within inContact.                   . • •     7x24 Customer Care via phone, chat, and portal • •     Premier Customer Service and Technical Support experience including best-effort designated seasoned Customer Service • •Top Priority call and case routing, based on priority level • •5x9 PS On-Demand (8AM – 5PM M-F MST) via phone list in 15-minute increments @ $75 • 40% discount on list rates for PS On-Demand • •      Comprehensive catalog of self-paced, webinar, and instructor-led courses •Standard charges apply •        40% discount on all education offerings • •        Unlimited training in SLC for pre-scheduled offerings • Schedule available at inContact U (check space availability with CSM/CSA)

  17. Strategic Partnership • InContact’s Commitment to the 2-1-1 Network • 3 year master agreement (with options each year) for tier pricing as the network expands • Customized 2-1-1 sessions at the annual inContact conference ICUC • Customized Premier Success Plus Level Service for all centers • Customer Success Managers dedicated to the 2-1-1 portfolio • Unlimited pre-scheduled offerings for script training in SLC • National AIRS conference presence and continued sponsorship

  18. Help Your Funders $ • Reporting – If you cannot report it, it is not real • Define yourself • Real Time & Historical • Have an Information Specialist take a call • Give your funders access to reports • Anywhere in the world

  19. Contracts $ • Competitive • Flexible & Scalable • Reporting • Customer feedback tools

  20. Disaster Recovery Serving the Community • Scalability – to handle increased call volume • Remote Agents – if you need to evacuate • Handle volunteers • Flexibility – new call flows & information • Reporting – to show FEMA & Funders what you did

  21. You are in good company!

  22. Workstation and System Requirements for Agents to use inContact NG • Computer Operating System (OS) • • Windows XP SP2/3 • • Windows Vista SP1 • • Windows 7 & 8 32/64 bit • Computer Speed • • Pentium 4 Processor at 2 GHz or better • • 1GB RAM or more • Screen Resolution • • 1024 x 768 or above for improved user experience • Supported Browsers • • Internet Explorer 8, 9 &10 • • Google Chrome • • Safari 5 • NOTE: Google Chrome and Safari 5 do not support Reports 2.0 or Studio. Also, inContact does not support browser versions earlier than the ones listed here. • Browser Configuration & Add-ons • Cookies Enabled • • Popups Enabled • • JavaScript Enabled • • Adobe Shockwave Flash Player 9 or above • • Java Applets Enabled with Java Virtual Machine 6.11 or above installed • • Windows Media Player Plugin • Internet Broadband Access Required: • • 35kps bandwidth per workstation • • Less than 200ms average round-tripping reply between workstation and inContact servers

  23. Privacy and Reporting • UWW respects the privacy of each 2-1-1 center. The National 2-1-1 telephony initiative is to support and strengthen the network and enables UWW to bring nationwide projects to the 2-1-1 network • Each 211 center will have a separate individual contract with inContact that will include Master Agreement pricing. • UWW will not have access to any 2-1-1 business unit, data or reports • Each 2-1-1 is responsible for their invoice • UWW will request generic call volume reports quarterly for participating 2-1-1 centers • Understand 2-1-1 call volume and capacity • Funding

  24. Combined Projected National Savings 2-1-1 Network Savings Year One 285,320.00 United Way Worldwide Year One investment $60,000

  25. Savings for New Centers Joining The United Way Worldwide Agreement • Without National Agreement Pricing • Per Concurrent Agent pricing $150.00 ($2,250) • With National Agreement Tier 1 • Per Concurrent Agent pricing $109.20 ($1,638) • 15 Specialist • Estimated Savings • $612.00 Per Month/ $7,344 Per Year

  26. Training Savings Year to Date • Scripting Training at Headquarters in Salt Lake city • United Way of Salt Lake City saved $3,000 in training • Heartline 2-1-1 saved $6,000 in training • United Way Worldwide 2-1-1 Manager will save $3,000 in training

  27. Research and Analysis completed Transitioning 2-1-1 for a sustainable future 2-1-1 Telephony Requirements and RFPs 2-1-1 Big Count Report for 2012 Interviews and Discussions – Top 25 2-1-1 US Steering Committee Technology group RFP issued June 2014

  28. Next Steps • Join the UWW National 2-1-1 Telephony listserv for updates • Confirm you meet the minimum technical requirements (page 14) • Can’t wait for the demo/webinar? Call Steve or Julie from inContact for more information.

  29. Contacts List United Way Worldwide: Lisa Austin – Director, 2-1-1 Strategic Enhancements Lisa.Austin@unitedway.org – 703-836-7111 ext. 489 inContact Steve Pulley – Sr. Executive-Prospective Customers Steve.Pulley@incontact.com – 866-739-2886

  30. Thank you

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