Company Overview:
Legislative changes assigned statewide responsibility for voice
and data services to this state agency, an eLoyalty client. Their
vision entails converging disparate voice and data systems into one
fully integrated and managed end-to-end solution. Moreover, leaders
hoped to activate a pay-for-use solution that could serve large,
medium and small agencies with equal efficiency and
effectiveness.
At the core of this vision was the eLoyalty designed,
implemented and fully managed Voice Over Internet Protocol (VoIP)
network and applications that were in use for several years by the
State's Health and Human Services for their 2-1-1 enabled
services.
Purpose:
To provide cost effective voice and data services to all state
agencies, regardless of size and/or location.
Business Objectives:
- Merge multiple disparate voice and data networks into one core
solution utilizing established and successful 2-1-1 VoIP
platform
- Enable all state agencies to fully utilize the network,
regardless of size.
- Allow agencies to pick and choose the services they desire,
including:
- Wide Area Network
- email
- PBX / Voice Mail
- ACD
- IVR, including speech services
- Deploy fully managed turnkey solution that enables client to
effectively service participating agencies.
- Provide affordable technology, capacity and service levels to
all related state agencies based on need and usage.
The Solution:
ICS Managed Services Operate and Run from eLoyalty.
The Process:
- Design an end-to-end solution incorporating a core platform
from which agencies can participate / purchase options and
services.
- Develop integrated WAN and voice services.
- Test and fine-tune the solution by implementing first
cornerstone customer, which employs 60% of the overall state work
force.
- Discuss features and cost benefits with other agencies.
Results:
- A service provider modeled network capable of providing voice
and data services in a fully managed fashion.
- Secure, independently functioning networks utilizing the same
core infrastructure.
- All voice and data services are available to each agency, but
provisioned for just the agencies needing services.
- Solution is capable of scaling to satisfy statewide changes in
demand.
- Agencies retain focus on their primary objectives because they
are not encumbered with management, support and provisioning
concerns related to voice and data technology.
- Robust speech recognition applications facilitate self-service
where appropriate, including high-security applications utilizing
secure voice print.
- Advanced self-service applications optimize manpower and
resource utilization.
Participating agencies can now focus on their constituents
related to the agencies core programs/offerings. Costs are
minimized, and agencies are allowed to pay as they need
capacity.
