1 / 17

Virtual Call Center Status Update

Virtual Call Center Status Update. May, 2000. Grant Request. Based upon EIC from Interactive Intelligence, Inc. (III) III’s estimate: $1.6 million USDOL grant: $1 million. Since Grant Notification. ORAP Scripts Research, research, research Software Cisco VBVoice (ProNexus)

pomona
Download Presentation

Virtual Call Center Status Update

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Virtual Call Center Status Update May, 2000

  2. Grant Request • Based upon EIC from Interactive Intelligence, Inc. (III) • III’s estimate: $1.6 million • USDOL grant: $1 million

  3. Since Grant Notification • ORAP • Scripts • Research, research, research • Software • Cisco • VBVoice (ProNexus) • Visual Voice (Artisoft) • Database design • Development personnel training

  4. Network

  5. Features and Technology • IVR • Call queuing • ACD (intelligent routing) • VOIP (over existing frame-relay circuits) • Database queries • Screen Pops

  6. Features • Client callback maintaining place in line • Improved phone system and capabilities • “Free” long-distance between offices • Unified messaging (voice, e-mail, fax, images) • “Free” Tel-A-Claim (continued claims) calls for clients

  7. Problems

  8. Problem - LATAs • NNI (State now has a “big pipe”) • Two offices still sharing an NNI with other state agencies.

  9. Problem - Vendors who don’t tell the whole story or don’t have the entire solution. • Oops, we forgot to mention a $900,000 piece of software we’d need. • Oops, we forgot to mention that the VOIP software does not exist. • Oops, we forgot to mention the product is not easy to use. • We’ll need $750,000 of their help.

  10. Problem - Vaporware & hype • Features not in this release • Features in this release but don’t work very well. • “About to buy a company with that feature …”

  11. Hype Cycle • Source: Gartner Group

  12. Problem - Rapid industry change • Corporate takeovers • US West/Qwest • US West LATA sale to Citizens • Cisco Selsius/Geotel/Calista/Aironet • Tadiran/ECI Telecom • Delayed offerings and uncertain prices while they restructure • But, boy is it going to be great someday soon (vaporware and hype)

  13. Problem - Technology Decisions • Industry direction definitely going to VoIP • Are they there yet though? • Size • We are too big for some solutions and too small for others.

  14. Problem - Miscellaneous • Bandwidth concerns for VOIP • Compression (64Kbps - 12Kbps) • Cost concerns for transfers over PSTN • Concerns about being bulletproof

  15. Current Status • We have tested IP phones • All our help desk staff use them. • We are testing conferencing in our Appeals bureau • We have had many problems with dropping calls • Problems with wireless • We have some initial staff scripting • Database design same as with Internet Initial Claims project.

  16. Current Status (continued) • We are conducting a significant amount of research into technology and vendors. • We are testing various call processing and development software • We are attending demonstrations by likely vendors • We are very encouraged in spite of the problems

  17. Questions

More Related