Chicago, IL – Clarity Partners, LLC (Clarity) and its prime contractor, Adapt Telephony Services, LLC (Adapt), are currently engaged by Cook County (County) to deliver a new Interactive Voice Response (IVR) system to process varying call volumes, accommodate peaks that occur at certain times during the year, and handle the demands of added new services. Upon completing this initiative, Clarity and Adapt will enable the County to replace and consolidate all existing IVR systems with a single solution, increase customer service visibility, track and manage call response times, improve reporting, reduce the time County staff spends answering phones and thus, better allocate resources, and achieve first call resolution for most calls. The team shall implement the Customer Interaction Center™(CIC) as a premise-based solution platform for the County’s IVR replacement and consolidation.
Currently the County runs five separate IVR systems from multiple locations, providing answering and routing services for approximately 4 million calls per year. These 5 independent IVR systems utilize 408 ports and, from time-to-time, experience system overload challenges resulting from high volumes at given peak seasons such as elections and tax season. The systems are disjointed, fragmented, and inefficient to use and administer. Some of the IVR systems repeat information such as countywide general information at multiple levels of the IVR scripts. Each department owns one or multiple scripts to support their business applications and require considerable effort on the part of user departments to keep configurations current and constituencies informed. All of these factors inhibit the County’s ability to standardize voice and messages across the County and impedes the ability to provide improved, uniform customer and constituent care.
Adapt and Clarity will immediately consolidate and replace the current IVR systems. Furthermore, the team shall extend the new IVR’s functionality to an additional 12 agencies, including 9 divisions of the Clerk of the Circuit of Court, Recorder of Deeds, and Social Service. As a result of the initiation, the County will have more complete and robust reporting capabilities needed by departments and continue the planning for and addition of new agencies and departments as the desire for additional IVR capabilities grows.
Clarity’s role in the engagement is to provide business analysis for the assessment phase, design and execute a test plan, assist with training, manage deployment, and provide post implementation support as needed. Clarity will also support project management throughout the lifecycle of the engagement.
About Cook County
Cook County is an urban county in the upper northeastern section of the State of Illinois that contains more than 800 local governmental units within its boundaries. With a population of approximately 5.3 million people, it is the second most populous county in the nation and the 19th largest government in the United States (2005 census statistics). To service its population, the County currently runs multiple websites with various degrees of complexity and functionality, as well as multiple in-person or walk-in help desks. For more information on Cook County visit http://blog.cookcountygov.com/.
About Adapt Telephony Services, LLC.
Adapt is a global value added reseller and integrator of unified business communications solutions for contact center automation, enterprise IP telephony, and enterprise messaging, exclusively deploying UC products from Interactive Intelligence Inc. As a Juniper Networks Select Partner, Adapt provides design, implementation, and support services for the full line of Juniper Networks products. Adapt is headquartered in Oak Brook, Illinois within the Chicagoland area. Adapt is dedicated to the sales, implementation, development, and support for Interactive Intelligence and Juniper Networks customer base. For more information on Adapt Telephony Service, LLC. visit www.teamadapt.com.
About Clarity Partners
Clarity Partners is a Chicago-based, full-service management and information technology consulting firm that specializes in delivering comprehensive solutions to complex public sector and non-profit challenges. We provide management consulting, enterprise performance management, application development, website design and development, cloud solutions, project management, and IT staffing services to a diverse mix of businesses across the full spectrum of industries.