Predictive Dialing

Manages outgoing customer calls automatically to reduce wait times and improve agent time management

• What are the features provided by this service?
  • Automated phone dialer
  • Campaign defined by spreadsheet
  • Send SMS messages
  • Send Email messages
    * English
    * Spanish
    * Other languages avaialble for a fee
  • Rich Reports
• How do I request or access this service?
  • Contact the ITS Service Desk by calling  901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov - requests are usually for IVR application, phone menu, or phone tree.
• What are the requirements/pre-requisites for this service?
  • Have a thorough understanding of the business process and components of each activity.
  • Be willing and able to commit the necessary resources to the project.
• What is the turn around time for service delivery?
  • This is dependent upon the specific requirements and complexity of the request.
• What are the responsibilities of customer?
  • Customer must have a clear understanding of all of the business processes that will be effected by the IVR.
  • Must be willing to meet and participate during design, development, testing, and implementation phases.
  • Must be willing to perform assigned action items within an agreed upon time period.
• When is this service available?
  • Available 24/7 *Except during scheduled maintenance windows.
• What is the usual response time for this service?
  • 8 Hours
• How do I get help with this service?
  • Contact ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
• Who is the support owner for this service?
  • Ray Gaston
• What are the support hours for this service?
  • 7:00am - 5:00pm, Monday - Friday.
  • For support outside of these hours, contact the ITS Service Desk at 901-222-2700 and leave a message. A Customer Support On-Call Technician will receive the message and call you back.
• What is the cost for this service?
  • Cost is $100 per hour for design and modification. There are no fees for usage of the completed campaign.
• Does this service require cost approval?
  • N/A.
• What is the cost approval process?
  • N/A.