Case Study

E Pluribus Unum - Out of Many, One. The Centers for Disease Control and Prevention (CDC) faced the daunting task of operating more than 40 disparate information hotlines, clearinghouses, and response services, all providing health information to U.S. citizens, health professionals, researchers, and others. Recognizing the management and accessibility challenges of the disparate, stovepiped approach, the CDC launched the CDC-INFO program to consolidate response services into an integrated, multi-channel contact center. The challenge: How to turn consolidate 40 unique sources into one while still providing consistent, timely health information and address fluctuating inquiry volumes due to news events or shifting health priorities.

CDC partnered with Vangent to create an integrated, multi-channel contact center that would realize the program goals of CDC-INFO. Vangent's Multi-Channel Contact Center Operations capability resulted in a solution that can:

• Provide stakeholders with anytime, anywhere access to critical health information
• Accommodate user diversity and disability
• Track key performance indicators and trends
• Broadcast proactive, real-time alerts based on CDC-defined conditions
• Expand CDC's data warehousing capabilities

Vangent's solution enabled the CDC information center to field more than 30,000 telephone and e-mail queries after the first month of operation.