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Contact Center Site Services

Set up a new call center, or add/change existing call center functionality.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

A contact center is a dedicated office of representatives set up to receive and field a high volume of contacts (phone, chat, email, etc.) from customers and potential customers. Contact centers can be organized to serve a number of business purposes, including inbound and outbound campaigns, customer service, IT support, and more. 

EOTSS now offers two contact center options, depending on the size of your contact center and the scope of your reporting needs: Avaya and Five9.

An Avaya call center is recommended for non-complex call routing, with minimal reporting.

Ex.: You need to receive and route callers to a single group of agents and report on call volumes.

A Five9 contact center is recommended for complex customer engagement, including recording, call back and outbound campaigns.  Five9 offers phone, chat, email and other self-service options that are not available in an Avaya call center.

The MassVoice team will work with you and our vendor to build out and manage a call center that meets your needs, ensuring network connectivity and assigning a phone number(s) for the call center. 

How to request

Please note: Internal agency IT Liaison (ITL) approval is required in order for EOTSS to process this request.

Request service via a ServiceNow request

Service Level Expectation (SLE)

Contact Center Site Services

SLEResponsibilities/Dependencies

Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. SLE will be communicated following the finalization of customer requirements.

Customer

  • Must be an existing MassVoice customer to request this service.
  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.

EOTSS

  • Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
  • Responsible for working with the customer and vendor to build out and manage a call center that meets customer requirements, ensure network connectivity, and assign a phone number(s) for the call center.

Vendor 

  • Responsible for providing availability to EOTSS.
  • Responsible for working with EOTSS on service fulfillment timeline.
  • This service is dependent on vendor availability and timeline. 

More Info

Learn more about MassVoice.

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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