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					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)
    – Visual Voice (Artisoft)
 Database design
 Development personnel training
                                                                                                     Idaho Department of Labor
                                 Boundary
                                               Bonners Ferry                                         Wide Area Network

                              Bonner
                                                                                                              GTE


Network
                                        Sandpoint



          Coeur d'Alene     Kootenai




             St. Maries     Benewah            Kellogg
                                                   hos
                                                  S hone
                                                                                                    US West

                            Latah
            Moscow                                    Clearwater
                                                                                                                                               US West
                          Nez Perce
           Lew iston                              Orofino
                                       Lewis




                                       Grangeville        Idaho




                                                                                          Lemhi
                                                                                                      Salm on
                                     Adams

                                                          Valley
                                 McCall

                        as
                       W hington
                                                                                     Custer                                       Clark
                                                                                                                                                       Fremont

              Payette      Payette       Em m ett              ois
                                                              B e
                                      Gem
                                                                                                                                                 Rexburg
                                               Meridian                                                                         Jefferson      Madison       eton
                                                                                                                                                             T
                                                                                                                Butte
                           Canyon
                                                                           Blaine County
                                                                       Camas
             Canyon County                            Boise                              Blaine                                             Idaho Falls
                                                                                                                                                   Bonneville
                                            Ada
                                                          Elmore
                                                                                                                                Bingham   Blackfoot
                                                                     Gooding             Lincoln
                                             Mountain Hom e
                                                                                                                           Pocatello              Caribou
                                                                                     Jerome        Minidoka
                                                                                                                        Power

                                             Owyhee           Magic Valley                                                           Bannock
                                                                                                         Burley
                                                                        Twin Falls
                                                                                                        s
                                                                                                     Cas ia                                              Bear
                                                                                                                                                         Lake
                                                                                                                            Oneida
                                                                                                                                            Franklin




                                                                                                                                                         May 5, 1999
                                                                                                                                                         Jef f Klein
Features and Technology
 – IVR
 – Call queuing
 – ACD (intelligent routing)
 – VOIP (over existing frame-relay circuits)
 – Database queries
 – Screen Pops
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
                                                                                                      Idaho Department of Labor
                                  Boundary
                                                Bonners Ferry                                         Wide Area Network

                               Bonner
                                                                                                               GTE


Problems
                                         Sandpoint



           Coeur d'Alene     Kootenai




              St. Maries     Benewah            Kellogg
                                                    hos
                                                   S hone
                                                                                                     US West

                             Latah
             Moscow                                    Clearwater
                                                                                                                                                US West
                           Nez Perce
            Lew iston                              Orofino
                                        Lewis




                                        Grangeville        Idaho




                                                                                           Lemhi
                                                                                                       Salm on
                                      Adams

                                                           Valley
                                  McCall

                         as
                        W hington
                                                                                      Custer                                       Clark
                                                                                                                                                        Fremont

               Payette      Payette       Em m ett              ois
                                                               B e
                                       Gem
                                                                                                                                                  Rexburg
                                                Meridian                                                                         Jefferson      Madison       eton
                                                                                                                                                              T
                                                                                                                 Butte
                            Canyon
                                                                            Blaine County
                                                                        Camas
              Canyon County                            Boise                              Blaine                                             Idaho Falls
                                                                                                                                                    Bonneville
                                             Ada
                                                           Elmore
                                                                                                                                 Bingham   Blackfoot
                                                                      Gooding             Lincoln
                                              Mountain Hom e
                                                                                                                            Pocatello              Caribou
                                                                                      Jerome        Minidoka
                                                                                                                         Power

                                              Owyhee           Magic Valley                                                           Bannock
                                                                                                          Burley
                                                                         Twin Falls
                                                                                                         s
                                                                                                      Cas ia                                              Bear
                                                                                                                                                          Lake
                                                                                                                             Oneida
                                                                                                                                             Franklin




                                                                                                                                                          May 5, 1999
                                                                                                                                                          Jef f Klein
Problem - LATAs
 NNI (State now has a “big pipe”)
 Two offices still sharing an NNI with
  other state agencies.
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.
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 …”
Hype Cycle




     • Source: Gartner Group
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)
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.
Problem - Miscellaneous
   Bandwidth concerns for VOIP
    – Compression (64Kbps - 12Kbps)
 Cost concerns for transfers over
  PSTN
 Concerns about being bulletproof
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.
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
Questions

				
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