1. What types of technical support services are available?
Open Solutions provides support for the client as well as employer-level support for enrollment and contributions, with an emphasis on the exchange of information for establishing new accounts and/or conducting transactions.
2. What type of customer service support is provided to consumers and clients? What are the hours of service? Languages spoken?
Customer service support for members will be provided from the Open Solutions Call Center. The hours for live operator support are tailored to meet the business requirements of each client from Monday-Friday with 24x7 Interactive Voice Response (IVR) and Web access. Consumers will be able to access account and transactional information, submit service requests and reach a live operator for specific service events. The Call Center operates from an Avaya telephony infrastructure with Siebel Systems' contact and service management software at the desktop. This environment allows Open Solutions to configure appropriate business rules and levels of customization for each client. The IVR system is available in both English and Spanish languages.
As well as providing a Call Center for customers, Open Solutions also provides an application-specific Call Center for clients to answer their specific questions and concerns. The Call Center provides service levels equivalent to Six Sigma status.
