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Virtual Call Center Status Update: Challenges and Progress Report (May 2000)

This report outlines the current status of the Virtual Call Center project, focusing on challenges and progress since the USDOL grant notification. With an estimated budget of $1.6 million from Interactive Intelligence, Inc., the team is navigating various technological hurdles including vendor reliability and rapid industry changes. Key tests on IP phones and VOIP technology are underway alongside research into new software solutions. Despite ongoing issues such as call dropping and bandwidth concerns, the team remains optimistic about future improvements and features for better service.

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Virtual Call Center Status Update: Challenges and Progress Report (May 2000)

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  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

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