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State Agency Converges Voice and Data Platforms in Deploying Pay-for-Use Integrated Communications Model

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.