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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)

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Virtual Call Center Status Update

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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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