Contact Center User Support

Contact Center is a designed service based on agency business requirements. Relationship managers (mnit.relationship.managers@state.mn.us or 651-556-0799) can help agencies define their requirements and estimate costs through the MNIT service agreement process.

The Contact Center service offering includes:

• Amazon Connect handsets, telephone lines, long distance functionality, and voicemail.
• Ongoing reporting, displays, remote infrastructure monitoring, and technical support to diagnose and repair issues.

Features and Benefits

• AI-powered chatbots: Natural and intuitive self-service experiences in multiple languages.
• Omnichannel: Personalized customer experience across preferred channels (Voice, Chat, SMS, Email).
• Scalability: Set up a cloud-based contact center quickly and easily, and scale to meet demand.
• Intelligent automation: Intelligent automation at all stages of the customer journey.
• Self-service capabilities: Task routing, chatbots, and interactive voice response.
• Routing: Queue-based routing or routing based on agent proficiencies.

• Services are billed directly to Agency through Amazon monthly bill based on user counts. Once a user has been requested and created there will be a $10.00 user charge assessed monthly.
• All long-distance usage charges for state, national, Canadian, and Mexican long distance, and directory assistance are included in MNIT’s Voice Service rates for executive branch agencies. The annual usage costs associated with all state telephones are averaged into the monthly rates of the Voice service offerings. Agency partners are responsible for the appropriate use of these usage-based voice services by employees.

• Create, configure, and administer voice services specific to agency site contact center agent users including features, functions, and other services.
• Provide any necessary documentation as needed and agreed to with MNIT (e.g., E911 location coding, acceptance and implementation on the production system.)
• Partner with MNIT to design, develop, test, implement, configure and/or modify all inbound and outbound contact center applications (per agent and supervisor licenses), workstations, and agent reports.
• Design, develop and test call authorization parameters (toll restrictions) and other network applications. Work with MNIT to design, develop and implement reports and future network applications as needed.
• Follow established standards for design, development, testing, and implementation when developing new applications.
• Partner with MNIT to provide advanced contact center management features and applications.
• Provide workspace, funding and other items needed to support development or modification of applications when contractor’s assistance is needed. 
• Provide message/prompt changes to the agreed upon MNIT staff. In an emergency, the agency’s direction to MNIT will include the emergency status as well as the message/prompt change.
• Submit any changes to MNIT in writing at least three business days before implementing it. In an emergency, the agency must clearly explain the emergency need for quicker service. This applies to:
• Contact Center changes.
• Telephone number configuration.