SMI’s customer service objective is to provide a positive experience for callers seeking information or problem resolution. Our courteous and trained representatives are skilled at utilizing our state-of-the-art call center technology. To fulfill our objective, as well as provide multi-tiered services for incoming callers, SMI has developed a proprietary CRM software application, SMART® Contact.

Benefits. Real-time system update l timely, accurate, relevant information l Integration capabilities with popular IVR products l Essential indicators such as “Violence Indicator” or Language Assist l Multiple issues addressed in one call using up-to-date case status information

Features. Intelligent Call Routing l Automatic Call Distribution (ACD) l  Interactive Voice Response (IVR) l Call Queuing l Call Activity Reporting l Online State and/or County Directory l Integration of third-party translators and three-way calling for languages other than English

SMART® Contact provides CSRs with preemptive caller information, customer call history and call resolution status through a SMART® Contact desktop that provides caller verification and events records.

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