NACR Helps City of Houston Municipal Courts Better Serve Citizens

EAGAN, Minn., Aug. 26 /PRNewswire/ -- For the City of Houston, Texas' Municipal Courts Administration Department, providing better service to citizen-customers and improving efficiency was as simple as partnering with communications expert NACR (North American Communications Resource, Inc.). The result is the enhancement of the city's One Call Solution Center, which provides callers with 24-hour access to court information via Interactive Voice Response (IVR).

As the largest Avaya channel partner worldwide, NACR (www.nacr.com) is a leading provider of end-to-end communications solutions — delivering comprehensive sales, consultative, and technical support, as well as managed services, maintenance, and repairs. NACR also has extensive Nortel certifications and is authorized to sell Nortel Enterprise Solutions (NES) in addition to the full line of Avaya products and services.

"NACR has a great ongoing partnership with Houston, having previously worked with the city to integrate a leading-edge Avaya contact center solution," according to David Garlich, Southern Regional Vice President of NACR. "When the Municipal Courts expressed a need to increase service and accessibility to citizens, as well as improve the ability to collect fines, we were excited for the opportunity to help make it happen."

Houston's One Call Solution Center with IVR from NACR is the first 24x7 call center in a Texas Municipal Court and only the second in the nation. It allows callers to access vital information in English and Spanish, providing self-service for basic requests such as hours of operation and court locations; details about court services and procedures; fine payments and options; and information regarding tickets and citations.

Callers can access the IVR system via Houston's 3-1-1 helpline. This solution also provides better routing of calls to live agents, who are available 8 am-8 pm Monday through Friday to provide personal assistance and handle outbound calling duties such as arraignment and fine delinquency reminders. Computer-telephony integration (CTI) provides the agents with screen pops of caller information so they can handle calls more effectively; call recording and monitoring capabilities are also part of the system augmentation.

A dedicated NACR Project Manager was on site to make sure the solution was implemented smoothly; the Project Manager also worked with partner vendors to ensure that all applications were integrated correctly. For instance, the solution must support proper integration between the courts database and a separate IVR used to process credit card payments, allowing for correct and prompt updating of the database when fines are paid.

"Consistent with most major service providers in the private sector, we see this initiative as a continuation of simplifying our services to be more convenient and accessible for our customers," said Sahira J. Abdool, Director & Chief Clerk of the Municipal Courts Administration Department. "Offering options for self-sufficiency translates into greater usage and customer value."

For more information about IVR and other contact center solutions, interested parties can speak with their NACR representative or contact the company at 1-888-321-NACR (6227).

About NACR

With offices nationwide, industry award-winning NACR (Eagan, MN) is a certified Avaya Platinum Channel Partner, seven-time Avaya BusinessPartner of the Year, and a leading provider of communications solutions for businesses. Its highly trained and experienced team, with more than 300 industry-recognized certifications, delivers proven, scalable, cost-effective solutions tailored to a customer's end-to-end needs, from sales through ongoing support. Using sophisticated processes, advanced tools, and two high-tech Network Operations Centers (NOCs), NACR provides comprehensive monitoring and managed services for multivendor infrastructures. And to help customers keep pace with changing technology and business needs, the NACR Center of Excellence for Learning and Development provides training and educational opportunities. For more information, call 1-888-321-NACR (6227) or visit www.nacr.com.

SOURCE NACR

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