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Call Centre Technologies Used In Canadian Online Casinos

At a purely functional level, call centre technology can be considered as a breakdown between hardware and software components. On the hardware side, this would include elements such as a Local Area Network (LAN), a voice-logging facility, automatic call distribution (ACD), a predictive dialling feature and computer technology integration (CTI). On the software side, the requirements can include a CRM (Customer Relationship Management) system, artificial intelligence features, and a number of marketing-focussed integrations necessary to manage all kinds of customer communication.

Types of software used by Canadian online casinos

Dependent upon their precise business needs, online casinos in Canada will deploy one of three software options: an in-house contact centre, a hosted contact centre or a cloud-based contact centre.

An in-house contact centre can be managed by the company IT team and will run as one strand of the overall IT network. This makes the system very secure and allows decision making to occur at a local level. This type of facility is also easier to customise and adapt. Thus an in-house contact centre is often the best option for a Canada online casino operating from one location whose needs are unlikely to change quickly.

A hosted contact centre offloads many of the hardware and software requirements to a third-party provider in a remote location. This scaling-down of the infrastructure and maintenance needs makes this kind of provision cheaper than an in-house facility. But on the downside, the level of customisation possible and ease of making adjustments is perhaps more limited in scope.

With the flexibility of a cloud-based centre, gambling sites can use on-demand services tailored to their specific needs and also revise those requirements at any time. In addition, a basic service can be quickly and smoothly upgraded to include advanced features.

In investment terms, both in-house and hosted options will be more costly overall. And furthermore, any scaling of these two options would also demand additional investment.

Computer Telephony Integration

Computer telephony integration (CTI) is an enabling technology which facilitates the interaction between computer and telephone systems. CTI-equipped call centres deploy computers to manage all telephone calls, leading to much-improved efficiency and thus better outcomes.

With a CTI system, as each operative receives an incoming call, an on-screen display automatically shows the caller’s account data. This time-saving feature benefits both parties and reduces the time it takes to solve a problem because the agent is much better-placed to lead the call from the outset. This kind of CTI screen pop-up can also be used in conjunction with a unified desktop, giving an agent complete access to all kinds of customer data.

Automatic Call Distributor

An automatic call distribution (ACD) telephony system will identify, answer, and route incoming calls direct to the terminal or agent that is most appropriate to the individual caller’s requirements. Understanding where to route incoming calls before they are answered and acknowledged is a massive benefit for any Canadian online casino handling large call volumes. ACD systems enable companies to service customer needs with much greater efficiency.

Intelligent Call Back Systems

An automatic call back feature gives callers the option to quickly register for a call back rather than continuing to hold and wait in a queue. That means the caller can resume their normal activity knowing an operative will get back to them to answer their query. When deployed efficiently, and with appropriate resources, this facility reduces much of the frustration callers can feel when held in a queue.

Call Recording Systems

A call recording system which captures call-centre interactions can have many advantages. For instance, it becomes a helpful tool where an agent or supervisor needs to review the detail of any call content. More sophisticated systems can not only record calls but also handle any related interactions relevant to a call. These may include e-mail conversations and chat sessions. While real-time call recording is clearly supportive, historical records can also be called up. As a result, a call centre supervisor is able to intervene in the event of off-script or unexpected call developments and also offer effective on-demand coaching support. Efficient call recording is one very useful strand of analytics reporting which can furnish contact centre leaders with authentic in-the-moment insights.

CRM Servicing application

CRM (customer relationship management) software provides operatives with the comprehensive customer data they require to rapidly troubleshoot customer needs. Furthermore, this servicing application can also document customer interactions, which can then be retrieved if the customer needs further help in the future. Access to records undoubtedly makes it easier for agents to resolve all kinds of customer issues more efficiently. In addition, it can also support the management of issues which should be transparent to a sales and marketing team lead for the purposes of future relationship development. Equipped with a good CRM system, an online casino will be able to supply insights into all customer interactions for the benefit of all business units. And given that a CRM system makes customer interactions highly visible within an organization, they also provide targeted support for case and issue management. Thus any event subject to internal processes can be constantly updated while also keeping the customer fully informed.

Campaign Management Systems

A campaign management system (CMS) is of great benefit to outbound call centres. It can make accurate contact lists and other information available to operatives. This saves time by ensuring calls are only made to appropriately targeted individuals.

Workforce Management Software

Workforce management software is employed to predict the volume of customer interactions which occur via phone, e-mail, or instant messaging services. Thus managers can use such projections to hire an optimal number of staff to meet peak demands and to maintain standards of service across all customer transactions. WFM systems are generally combined with other workforce optimization solutions to maintain efficiency and manage workloads for the benefit of call centre operatives.

Quality Management

Quality Management (QM) applications provide management with employee performance data and insights. This allows any weak areas to be recognised and addressed. QM also allows managers to verify that operatives are observing internal policies and procedures. For example, where a contact centre operative may not be taking a break as scheduled, which could have an impact upon the balance between customer demand and company support levels. Ensuring call centre operatives can comply with scheduling, training and workload arrangements makes any contact centre more efficient.

Discover the different call centre technologies used in online casinos in Canada and learn how they can benefit a business

Jackpot city customer support

ATTENTION PLAYERS: All Lottery offices are currently open to the public by appointment only for prizes valued at $600 or more.

Players with prizes valued at $600 or more can be mailed to the nearest Florida Lottery district office. Players with prizes valued at $250,000 or more can be mailed to Florida Lottery Headquarters.

To claim your prize by mail, simply mail the ticket(s) along with a Winner Claim Form and the documentation listed under the “Required Documentation” tab. Tickets mailed to Florida Lottery Headquarters or district offices are processed in approximately 30 – 45 days*.

If a Draw game ticket has been validated by a retailer and the prize was not paid, the envelope and its contents, including the winning ticket, must be postmarked on or before the 30th day after the claim deadline. If the ticket has not been validated by a retailer, the envelope and its contents must be postmarked on or before the claim deadline as detailed under the “Ticket Expiration” section below. If all required documentation is not received by the Lottery by the applicable extended claim date, the prize will be forfeited. All Florida MEGA MILLIONS, POWERBALL, CASH4LIFE, and Fast Play prizes must be claimed in Florida.

For Scratch-Off or Fast Play tickets that have been validated by a retailer, the envelope and its contents, including the winning ticket, must be postmarked on or before the 270th day after the official end of the game. If the Scratch-Off or Fast Play ticket has not been validated by a retailer, the envelope and its contents must be postmarked on or before the 240th day after the official game close. If all required documentation is not received by the Lottery by the applicable extended claim date, the prize will be forfeited.

NOTE: U.S. Postal Service regulations include various restrictions on mailing Lottery tickets. The risk of mailing tickets remains with the player and will not be assumed by the Lottery.

Tickets mailed to the Florida Lottery Headquarters will be processed in the order in which they are received by the claims processing department. Damaged, state owed debt and disputed tickets may take longer.

*Processing timeframes are a general estimate; actual processing time may vary.

Players with prizes valued at $600 or more can schedule claim appointments at Lottery offices.

Claim appointments are available Monday – Friday between the hours of 8:30 a.m. and 4:00 p.m., EST (Pensacola’s hours are 8:00 a.m. to 3:30 p.m., CST). The first hour of each day is reserved for players 65 and older and for those with serious underlying medical conditions.

For the safety of our employees and players:

  • In accordance with local ordinances, players must have a face covering to enter.
  • Mandatory health screenings will be conducted in accordance with DOH and CDC guidelines prior to allowing any player into a Lottery office.
  • To limit the number of people in an office at one time, players are asked to attend their claim appointment by themselves unless they require the assistance of another person for medical reasons.

Players with prizes valued at $600 or more can be claimed via secured drop box located inside any Florida Lottery district office.

To claim a prize via drop box, simply place the ticket(s) along with a Winner Claim Form and the documentation listed under the “Required Documentation” tab in an envelope and drop it off at Florida Lottery Headquarters or any district office. Tickets submitted via drop box to Florida Lottery Headquarters or district offices are processed in approximately 10 – 14 days*.

For the safety of our employees and players:

  • In accordance with local ordinances, players must have a face covering to enter.
  • Mandatory health screenings will be conducted in accordance with DOH and CDC guidelines prior to allowing any player into a Lottery office.

If a Draw game ticket has been validated by a retailer and the prize was not paid, the envelope and its contents, including the winning ticket, must be submitted on or before the 30th day after the claim deadline. If the ticket has not been validated by a retailer, the envelope and its contents must be submitted on or before the claim deadline as detailed under the “Ticket Expiration” section below. If all required documentation is not received by the Lottery by the applicable extended claim date, the prize will be forfeited. All Florida MEGA MILLIONS, POWERBALL, CASH4LIFE, and Fast Play prizes must be claimed in Florida.

For Scratch-Off or Fast Play tickets that have been validated by a retailer, the envelope and its contents, including the winning ticket, must be submitted on or before the 270th day after the official end of the game. If the Scratch-Off or Fast Play ticket has not been validated by a retailer, the envelope and its contents must be submitted on or before the 240th day after the official game close. If all required documentation is not received by the Lottery by the applicable extended claim date, the prize will be forfeited.

Tickets submitted via drop box to Florida Lottery Headquarters will be processed in the order in which they are received by the claims processing department. Damaged, state owed debt, and disputed tickets may take longer.

*Processing timeframes are a general estimate; actual processing time may vary.

To claim a prize of $600 or more, the player must:

  1. Complete a Florida Lottery Winner Claim Form.
  2. Present one form of identification that is current or was issued within the past five years and bears a serial number or other identifying number. If you are claiming via mail or secured drop box, provide a clear scanned copy of your identification.
    Acceptable forms of identification include:
    • An identification card or driver’s license issued by a public agency authorized to issue driver’s licenses in Florida, a state other than Florida, a territory of the U.S., Canada, or Mexico.
    • A passport issued by the U.S. Department of State.
    • A passport issued by a foreign government for non-annual payment option prizes & prizes that do not require a notarized affidavit.
    • A passport issued by a foreign government stamped by the United States Bureau of Citizenship and Immigration Services for annual payment option prizes or for prizes that require a notarized affidavit.
    • An identification card issued by any branch of the U.S. armed forces.
    • An identification card issued by the United States Bureau of Citizenship and Immigration Services.

PLAYERS SHOULD PROVIDE ALL DOCUMENTATION REQUIRED TO PAY A PRIZE AT THE TIME THE CLAIM IS FILED WITH THE LOTTERY.

Privacy Act Notice:

Under the Federal Privacy Act, disclosure of a person’s Social Security number is voluntary unless a Federal statute specifically requires such disclosure or allows states to collect the number. For claimants of Florida Lottery prizes valued at $600 or more, disclosure is required by 26 U.S.C. s. 3402 and 26 U.S.C. s. 6109 for tax withholding and reporting purposes. Social Security numbers will also be used to determine whether a claimant owes an outstanding debt to a state agency or child support collected through a court, pursuant to Section 24.115, Florida Statutes.

The deadlines for claiming prizes for Draw, Fast Play, and Scratch-Off games have been extended as follows:

  • Winning Draw game tickets for drawings occurring on or after September 24, 2019, and on or before June 20, 2020, must be claimed on or before the 360th day after the winning drawing.
  • Claimants of winning Draw game tickets for drawings occurring on or after June 21, 2020, and on or before December 17, 2020, will have up to 360 days to claim prizes depending on the draw dates. For each day after June 20, 2020, the 360-day claim period will decrease by one day until the claim period reaches the statutorily required 180 days. For a complete listing of applicable draw dates with associated extended claiming deadlines, please click here.
  • Winning Fast Play and Scratch-Off tickets must be claimed on or before the 240th day after the announced end of game for games ending on or after January 22, 2020, and on or before August 1, 2020.

Players also have the option to hold on to winning tickets and wait to claim any prizes until Lottery offices reopen to the public. For more information on the documents needed to claim a prize, click here.

For faster payment, Florida Lottery winners should complete the information on the back of their winning ticket and take it to any retailer for validation. The ticket issued is the only valid receipt for claiming a prize.

FLORIDA LOTTO ® , MEGA MILLIONS ® and POWERBALL ® jackpot prizes may be paid in 30 annual installments, and JACKPOT TRIPLE PLAY™ jackpot prizes may be paid in 25 annual installments. CASH4LIFE™ Grand Prize and second prize may be paid for the natural life of the winner. Certain Scratch-Off games that offer an null may be paid in annual installments in accordance with the rule for that game.

FLORIDA LOTTO, MEGA MILLIONS, POWERBALL, JACKPOT TRIPLE PLAY, CASH4LIFE and certain Scratch-Off games also offer a Cash Option method of payment – a one-time, lump-sum payment that jackpot winners may choose to receive instead of receiving their winnings in annual payments. Payment may be made by check or by ACH transfer to a bank or brokerage account in the winner’s name; however, the Lottery strongly recommends the ACH transfer method of payment. A winner electing the ACH transfer method of payment must provide the Lottery with a voided check or ACH transfer instructions to a financial institution. FLORIDA LOTTO, MEGA MILLIONS, POWERBALL, JACKPOT TRIPLE PLAY and CASH4LIFE winners who wish to elect the Cash Option method of payment must claim their prizes and make their payment election within 60 days after the winning draw date. If the winner does not elect the Cash Option within 60 days after the winning draw date, the prize will be paid in annual payments.

Jackpot city customer support ATTENTION PLAYERS: All Lottery offices are currently open to the public by appointment only for prizes valued at $600 or more. Players with prizes valued at ]]>