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Innovative Uses of Speech In Government, Montgomery County, MD

Innovative Uses of Speech In Government, Montgomery County, MD. Suresh Gursahaney Chief Technology Officer MicroAutomation, Inc. Agenda. About Montgomery County, MD The Opportunity The Solution The Benefits. MicroAutomation- Call Center Specialists.

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Innovative Uses of Speech In Government, Montgomery County, MD

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  1. Innovative Uses of Speech In Government, Montgomery County, MD Suresh Gursahaney Chief Technology Officer MicroAutomation, Inc.

  2. Agenda • About Montgomery County, MD • The Opportunity • The Solution • The Benefits

  3. MicroAutomation- Call Center Specialists • Founded in 1991 by Lead Architect of IBM’s CallPath • Solid customer base and strong partnerships • On-site lab provides comprehensive system integration capabilities and ability to test with many different platforms • Extensive Government solution experience at all levels: Federal, State and Local • A MicroAutomation solution focuses on three critical elements: • Enhancing the caller experience through Speech-enabled Interactive Voice Response (IVR) • Improving live agent efficiency through Computer Telephony Integration (CTI) • Providing Continuous Improvement tools (Reporting) for improving the overall solution performance

  4. Montgomery County, MD • Maryland's most populous & affluent jurisdiction • Adjacent to the nation's capital, Washington, D.C.; includes 497 square miles of land area including Rockville, Gaithersburg and Chevy Chase • Montgomery County Office of Human Resources (OHR) is responsible for providing training services to all county employees and contractors

  5. The Opportunity

  6. Antiquated touch-tone IVR system for class registration • Increasing call volume for training • Expanding list of classes making the touch-tone menu cumbersome and time consuming for callers • Limited functionality of the touch-tone system – callers had to speak to a county employee to do anything more than register

  7. The Solution

  8. Solution: replace legacy touch-tone system with speech-enabled IVR solution. Self-service functions include: • Register/withdraw from classes • Automated registration of wait-listed registrants • Review class schedules and bulletins • Receive registration acknowledgement, transcripts, confirmation of class completion, and class schedules/bulletins via fax/e-mail • Automated notification for cancelled classes via phone message

  9. Results: • Increased usage of automation by offering callers an easy-to-use self-service solution • Handled the growing call volume by offering self-service solutions to callers with simple needs • Enabled county employees to assist callers with specific “high touch” needs only • Automatic delivery of confirmations and acknowledgements via fax/e-mail • Leveraged county’s existing infrastructure by using an open architecture solution The Speech Solution earned The Technological Innovation Award from Montgomery County for MicroAutomation

  10. Suresh Gursahaney Chief Technology Officer (CTO) MicroAutomation, Inc. suresh@microautomation.com (703) 334-0620

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