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4 datasets found
  • Federal

    Unified ICM/Unified CCE Databases

    Social Security Administration —

    Unified ICM/Unified CCE software uses information in the central database to determine how to route N8NN calls, including information about telephone system...
  • Federal

    Sextant Contact Center Analytics

    Social Security Administration —

    Care 2020 reporting system that provides real-time and historical N8NN management information related to customer/agent interactions.
  • Federal

    Nuance Application Reporting (NAR)

    Social Security Administration —

    Temporary tool to provide Care 2020 management information on customer interactions with the Nuance IVR system.
  • Federal

    Verint/Impact 360

    Social Security Administration —

    The CARE 2020 workforce optimization system stores information about agent activity, service observations, key performance indicators (KPIs), and work schedules.
4 datasets found

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