Aceyus Inc., a leading provider of customer engagement solutions specializing in data processing and monitoring at the enterprise level, is proud to announce the integration with Verizon of its technology and consulting services to support the Social Security Administration (SSA) Unified Communication (UC)/Customer Experience (CX) network of the telecommunication leader. The new solution, launched as the Next Generation Telephony Project (NGTP), would provide more than 62,000 SSA workers with expanded facilities at 1,300 locations across the U.S.
NGTP would enable the SSA to move to a single enterprise-wide contact center and UC solution upgrade from three separate, telephony-based systems. Voice over Internet Protocol, video, presence, talk, web-based apps, laptop, mobility, and contact center solutions will be brought together in this transformation to create a more integrated portal for customers and agents alike.
“Aceyus is thrilled to be part of an industry-leading team supplying technology solutions that support the SSA’s commitment to better serve the public across channels – whether in-person, via video, on the phone, or online,” said Ben Vesta, chief technology officer, Aceyus.
The NGTP solution would provide the consistency and versatility required to extend capabilities, develop expertise, and reduce IT costs while providing mission-critical products to the public, due to the growing number of Americans taking advantage of the SSA’s services.
The Aceyus team was asked to be part of the NGTP solution by experts in contact center reporting and analytics and customer service to provide greater visibility and analysis through the use of data management and editor software. The team will also provide training support to allow the SSA to build reports and dashboards for end-to-end data visibility into the customer journey, combined with omnichannel reporting and analytics integrations.
NGTP will also play an instrumental role in helping more than 20,000 contact center agents, including a rising number of remote employees and others who work at alternative office locations during the pandemic, by delivering critical technology solutions during COVID-19.
Vesta concurs, in these unforeseen and daunting circumstances, the SSA needs to ensure that connectivity, efficiency, and reliable and effective communication processes are enhanced for both its staff and the American public.
“Aceyus’ role in the NGTP solution will not only provide better visibility to help agents and organizations understand the ‘story’ behind each interaction, but will also help the SSA provide the information and customer service people need, when and where they need it,” Vesta concluded.