The State of Georgia’s Department of Corrections (GDC) is about to establish a next-generation solutions technology platform as part of the state’s nationally recognized position as a leader among states for innovatively managing the nation’s growing corrections systems. To that end, it has just announced a partnership with NexxPhase, a provider of cloud-based Customer and Citizen Engagement hosted contact center technology solutions.
In a release, the GDC said it selected NexxPhase as its partner because of “the rich functionality of its solution, including the SingleView capabilities that rapidly integrate channels, interactions, and legacy systems to the agent, as well as the re-engineering of front-end to contact center to back-office processes, CRM mashable solutions, scalability, and integration versatility.”
The company notes that its solution includes a hosted, multi-channel contact center platform supplemented with a bilingual self-service IVR system that records probationer answers and transcribes them into the CRM; queued call-backs that better manage incoming calls; and more.
In making the announcement, the GDC noted that the Georgia Probation Reporting Contact Center is part of a larger initiative to reduce recidivism and transfer greater resources to higher risk offenders. Probation Operations presented the Commissioner of Corrections with its 10 Step Framework, which, when fully implemented, will revolutionize Community Corrections not only in the State of Georgia, but also the United States.
“The GDC-Pardons and Parole Call Center is a centralized team that is designated to provide quality customer service in handling of offender information inquiries for Central Office, State Prisons and the State Board of Pardons and Paroles,” the state said. “In February 2009, the Governor’s Office of Customer Service call center improvement team partnered with GDC to develop and implement a contact center designed to provide faster, friendlier, easier customer service to the citizens of Georgia.”
Edited by Dominick Sorrentino