LA County has numerous departments which operate in silos. Most of these departments are supported by a central help desk unit with certain departments still maintaining their own support units. All the departments in the entire county of LA were transitioning from a traditional time sheet to an electronic format which required multiple changes in the process.
One of the key changes was integrating the time sheet authentication process with Active Directory (AD) authentication. The transition plan involved a one-time switch over of all the 100,000+ users. It was anticipated that there would be a large number of help desk calls that the internal team would not be able to handle without some external help. The county needed a swift and efficient solution to route the calls to a specific skill group dedicated to handling the time sheet and single sign-on issues.
CorpInfo was selected to manage the overflow calls and used Microsoft Lync (now Skype for Business) to power the help desk overflow system. CorpInfo used the existing Microsoft Lync 2010 infrastructure with voice to quickly setup response groups and implemented the necessary call flow mechanisms.
All of the back-end technology implementation, along with call flow testing, was done in less than a week and staffed to be ready to handle any service requests. CorpInfo’s swift action to set up the appropriate technology and response groups in time was key to the success of the project.
The contact group set up was seamless to the end user and provided the highest call quality available. CorpInfo has a strong managed services practice that was able to quickly ramp-up and train in the processes. In no time the CorpInfo team was ready and handling calls from day one and provided excellent customer support throughout the entire process.
- Lync’s contact center solution was successfully able to manage the overflow calls and power the helpdesk overflow system
- Solution is scalable on demand and able to accommodate any number of calls and customers
- Highest quality and reliability and the most cost effective option
The County government is comprised of 37 departments and approximately 200 committees and commissions. In total, there are over 500 political districts such as school boards, water districts, and sanitation boards, that have varying responsibilities and constituencies within the County.