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State of Florida Hosted Interactive Voice Response and Live Agent Answer Solution
CenturyLink is pleased to provide a completely hosted interactive voice response (IVR) solution with a combination of automated and live communication services for government agencies.
Managed by CenturyLink, the core service includes design, build and provision IVR services to front-end a contact center that is scalable from a few to a few thousand lines upon demand.
In addition to our IVR, we have live operator services providing highly trained operators handling everything from simple message taking to giving complex customer service and emergency call handling.
- Overflow or after hour call handling
- Advanced escalation
- Out-sourced staffing
- Tier 1 technical support
- Customer service
To order : Send a CSA to CenturyLink.
Who Can Purchase: State Agencies, Political Subdivisions (ie: Counties, Cities, Municipalities, and other qualified Public Agency or Authority) and State Universities.
Brochure: Click here to download .pdf brochure
| Pricing for Contact Center and Interactive Response Solutions |
|||
| IVR (state provided facilities) |
Pricing | IVR (CenturyLink subcontractor provided telecommunication facilities) |
Pricing |
|---|---|---|---|
Initial Set-up and Development Costs (includes programming, scripting, testing, etc.) for typical solutions, ICB available for more customer solutions
|
Programming - $126.50/hour Script Development - $93.50/hour Web / Internet Development - $159.50/hour |
Initial Set-up and Development Costs (includes programming, scripting, testing, etc.) for typical solutions,ICB available for more customer solutions | Programming - $126.50/hour Script Development - $93.50/hour Web / Internet Development - $159.50/hour |
| One-time IVR Script Charge | $346.50/script | One-time IVR Script Charge | $346.50/script |
| Up to 50,000 minutes per month | $0.033/minute | Up to 50,000 minutes per month | $.124/minute |
| Between 50,000 and 250,000 minutes per month | $0.0309/minute | Between 50,000 and 250,000 minutes per month | $.114/minute |
| Between 250,000 and 500,000 minutes per month | $0.0289/minute | Between 250,000 and 500,000 minutes per month | $.107/minute |
| Greater than 500,000 minutes per month | $0.0272/minute | Greater than 500,000 minutes per month | $0.094/minute |
| Call Transfer from IVR to External Location | $0.0649/minute | Call Transfer from IVR to External Location | $0.065/ minute |
| Pricing for Live Agent/Operators |
|
| Initial Set up and Development Costs (includes proramming, scripts, and testing, etc.): |
|
| Script Development for Live Agent with standard CRM | $93.50/hour |
| CRM Customizations | $126.50/hour |
| Database Enhancements | $159.50/hour |
| Web/Internet Development | $159.50 |
| Business Process Analysis | $159.50 |
| Initial Script Setup Fee | $1,177.00 |
| Operator Script Fee per Application | $68.75/month/script |
| Agent calls with Standard CRM: | |
| Up to 50,000 minutes per month | $1.43/minute/application |
| Between 50,000 and 250,000 minutes per month | $1.36/minute/application |
| Between 250,000 and 500,000 minutes per month | $1.18/minute/application |
| Greater than 500,000 minutes per month | $1.03/minute/application |
| Project Managment Activity | $115.00/hour |
| External Call Transfer | $.065/minute |
| Agent Training | $27.50/hour |
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