BOSC Rolls Out New Contact Center Software

After successful user acceptance testing, the Business Operations Support Center (BOSC) went live in early August with software from NICE called CXOne. The software supports Integrated Voice Response (IVR) and Automatic Call Distribution (ACD) solutions and provides live customer chat functionality for potential BOSC use in the near future.

The BOSC program is made up of three help desks:

• CBOSC (Consolidated Business Operations Support Center) - Provides business operations and customer/help desk services to approximately 30 applications supporting CMS Accountable Care Organization-Operational system (ACO-OS), Innovation Center (CMMI) Alternative Payment Models, and the Medicare Shared Savings Program (SSP).
• MBOSC (Medicare Enrollment and Payment Systems (MEPS) Business Operations Support Center) - Provides customer support to Medicare Advantage and Prescription Drug Plans, states, and other entities using the MEPS and related systems.
• OBOSC (OKTA Business Operations Support Center) - Provides digital Identity Management (IDM) training and communications support, and Tier 2 help desk support services for Enterprise IDM, IDM, and OKTA as a Service. This includes technical support, problem diagnosis and resolution, and trend analysis of inquiries.

Customer experience capabilities

One of BOSC’s primary goals for new software was to widen their scope of services, especially for help desk communications. The BOSC help desks handle as many as tens of thousands of calls per month. Given this volume, the ability to offer features like cloud-based IVR and ACD solutions with live chat was very appealing.

“We're seeing a lot more movement towards chat and instant messaging, which are quicker than sending an email,” says BOSC Program Manager Kevin Ernst.

FedRAMP compliance

NICE CXOne is fully FedRAMP compliant, which was an important factor for BOSC. FedRAMP, short for the Federal Risk and Authorization Management Program, is a standardized approach to secure cloud-based services for the federal government. BOSC’s previous cloud contact center software, Five9, had not moved into that direction.

“We wanted to make sure that our next contact center solution was compliant due to the nature of some inquiries that we take can include sensitive information,” says Ernst. The NICE CXOne solution satisfies that need.”

Maintain the same budget

Finally, BOSC wanted to offer a better customer experience and be fully FedRAMP compliant without increasing their bottom line. With NICE, they’re able to increase their operating functionality and service levels for nearly the same monthly requirement that they pay to their current provider.

Looking ahead

Following this implementation, Ernst and the BOSC team (Tamar Zelcer, Richard Speights, Karen Mitchell, Don Rocker, and Brenda Bowles) will explore the feasibility of integrating the IVR with CMS’ Enterprise IT Service Management (ITSM) system. The GTL team will also work with the Information and Security Privacy Group’s (ISPG) Software as a Service (SaaS) team to ensure compliance with CMS security standards and have CXOne added to the approved CMS SaaS list.

BOSC plans to begin piloting and working towards implementation of CXOne’s chat features soon. They will explore the live chat feature of CXOne in a sandbox to see where it can be applied to support specific BOSC help desks.