UI Call Center Services

The Vendor is required to provide UI call center services to procure a modern, flexible contact center solution to support the delivery of unemployment insurance (UI) services statewide.
- This context diagram presents the customer call center solution as a single high-level process and illustrates its interactions with external actors, including systems, organizational groups, and external data sources.
- Customer call center services solution
•    Claimants are citizens who file unemployment benefit claims. 
•    They interact with the des call center to file claims, receive assistance, obtain claim status updates, and receive callbacks or follow-up communications.
•    Employers interact with the call center to report unemployment-related information (e.g., layoffs, separations) and may receive follow-up communication or callbacks from agents.
•    Des agents handle escalated interactions and may also initiate outbound communication, callbacks, or follow-ups with claimants and employers as needed.
•    Calls are transferred by agents to the professional translation service to support claimants who communicate in languages other than English.
•    Agents serve as the primary point of contact, handling inbound interactions from claimants and employers and initiating outbound communications such as callbacks and follow ups.
•    Interactions are escalated from vendor agents to des agents for complex cases requiring state level review or intervention.
•    The system of record for unemployment benefits. 
•    The call center solution retrieves and updates claimant and employer data to support service delivery.
•    The IVR system enables automated interaction with callers, including routing, self-service options, and call deflection through voice or keypad input.
•    The UI self-service portal maintained by des enables claimants and employers to initiate interactions such as web chat, which may be escalated to call center support when needed.
•    Provides authentication and access control for agents and systems interacting with des platforms.
•    Enables secure access for vendor agents to des systems through approved methods such as VPN or virtual desktop environments (e.g., amazon work spaces), in compliance with des security policies.