Short description: The main task of Project is to Establish contemporary Contact Center of Employment Service of Slovenia, which will present a new high available communication channel. The main purpose is more quality services and more simple access to these services for Citizens and other relevant partners. The main services of Contact Centre (CC) are: - Providing Information for CC Users, - Consulting and Supporting CC Users and - Integration CC Users into a ESS Workflows (Processes) Project activities from Establishing Call Centre to Working Contact Centre are integrated into four phases. Phase 1: Established Call Centre (CC) of ESS Main goal of this phase is to provide an ICT infrastructure and educate agents to work in CC and support the users. Phase 2: Implemented Computer Telephone Integration Application Main goal of this phase is to implement an deploy an CTI Application, which provides an integration of legacy Information System with Telephone Central and support building a CRM. Phase 3: Established Knowledge Database Main goal of this phase is to establish a Knowledge Database with relevant knowledge and rules and to implement GUI for seeking information and solutions. Phase 4: Implemented Expert System for User Support Main goal of this phase is to implement and deploying Expert System software, which provides a substitute for CC agent.

  Achieved results: Project goals (or project result): - Established Call Centre of ESS - Implemented Computer Telephone Integration Application - Established Knowledge Database - Implemented Expert System for User Support

Comment: More information for Contact Center Project Mrs. Simona Breznik, Project Leader. Email: Simona.Breznik@ess.gov.si