City of Philadelphia Improves Customer Service for its Residents with NEC's IVR Application.Communications Integration Improves Public Access to Tax Services and Lowers Department Operating Costs operating costs npl → gastos mpl operacionales IRVING, Texas Irving (pronounced 'er-ving') is a city located in the U.S. state of Texas within Dallas County. According to the 2000 U.S. Census, the city population was 191,615; the 2006 estimate was 201,927 according to the North Central Texas Council of Governments, and 196,084 according to -- NEC (NEC Corporation, Tokyo, www.nec.com, www.necus.com) An electronics conglomerate known in the U.S. for its monitors. In Japan, it had the lion's share of the PC market until the late 1990s (see PC 98). NEC was founded in Tokyo in 1899 as Nippon Electric Company, Ltd. Unified Solutions, Inc. (NEC), a leading communications solutions integrator (1) In electronics, a device that combines an input with a variable, such as time, and provides an analog output; for example, a watt-hour meter. (2) See systems integrator. , today announced that the City of Philadelphia is using two customized NEC Interactive Voice Response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) applications to help improve customer service and reduce call center costs. The City of Philadelphia, which uses NEC communications solutions throughout various city departments, needed to streamline the City's tax collection processes and property assessment call center. NEC's Advanced Applications Group was called in to customize two IVR systems and provide the necessary integration services. "NEC's IVR not only alleviates strain on our call center agents, but we believe it also satisfies our city residents because the system is user-friendly and callers can now access their tax and property information 24 hours a day," said Pam Scott, information management analyst, City of Philadelphia. "The custom IVR applications provide meaningful business metric reports such as the number of callers who input their account number into the system and how many transfer to reach an attendant ATTENDANT. One who owes a duty or service to another, or in some sort depends upon him. Termes de la Ley, h.t. As to attendant terms, see Powell on Morts. Index, tit. Attendant term; Park on Dower, c. 1 7. . At least 13 percent of all our Revenue Department calls now go to the IVR systems, which has enabled the City to improve our agent performance levels and provide the best customer service possible." The first system was designed for the Revenue Department to help with information associated with real estate taxes for residents. The second was designed for The Board of Revision of Taxes, the agency that establishes property values which serve as the basis for real estate taxes levied by the City. Residents can access the IVR systems to check their tax balance, lien lien, claim or charge held by one party, on property owned by a second party, as security for payment of some debt, obligation, or duty owed by that second party. information, request receipt copies and gather information needed to complete tax appeals applications. Using the IVR system, callers can confirm their information and then begin the process for filing an appeal and addressing tax issues. Additional information such as current market value and assessed value of their homes, as well as the last recorded title date and sales price, is also available. "The City of Philadelphia's deployment of the IVR systems, sold by NEC Associates, lets its employees focus on customer service, which is the cornerstone cornerstone Ceremonial building block, dated or otherwise inscribed, usually placed in an outer wall of a building to commemorate its dedication. Often the stone is hollowed out to contain newspapers, photographs, or other documents reflecting current customs, with a view to of NEC's UNIVERGE360," said Larry Levenberg, vice president and general manager, National Channel for NEC Unified Solutions. "These customized NEC applications are designed to allow City residents to access necessary information via telephone, regardless of the time of day, and enable call center employees to work more efficiently." More information on NEC can be found at: www.necunified.com www.UNIVERGE360.com www.NECToday.com Twitter A Web site and service that lets users send short text messages from their cellphones to a group of friends. Launched in 2006, Twitter (www.twitter.com) was designed for people to broadcast their current activities and thoughts. at www.twitter.com/NEC and @NEC Facebook: NEC Unified Solutions NEC and UNIVERGE are registered trademarks of NEC Corporation. For information about the City of Philadelphia, visit www.phila.gov. |
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