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Overnight, Texas Expands its 2-1-1 VoIP Call Solution to Help Katrina Evacuees8 December 2005
In response to the needs of Hurricane Katrina evacuees, eLoyalty Corporation's (Nasdaq: ELOY) clients, the State of Texas Department of Information Resources (DIR) and the Texas Health and Human Services Commission (HHSC), were able to -- in a twelve-hour period -- expand the capacity of Texas' 2-1-1 hotline to accommodate an unprecedented level of calls to the hotline. Similar expansions typically require a full month to complete. This 2-1-1 hotline assists the evacuees in getting information on shelter locations, hospitals, Red Cross locations, supplies, and humanitarian needs.
After Hurricane Katrina struck Louisiana, Mississippi, and Alabama, over 200,000 people from those states traveled to Texas, to seek shelter in the Houston Astrodome, Austin Convention Center, various Red Cross and other community shelters, hotels, or with relatives. These relocated people were instructed via national and local news media outlets to use the 2-1-1-dial plan in Texas.
Recognizing the magnitude of the destruction caused by Hurricane Katrina, the first priority of HHSC and DIR was to do the right thing for the evacuees. Their technology services and communication partners shared this priority. Expanding the state's 2-1-1 call capacity was critical to helping to direct evacuees to shelters and other assistance. The State of Texas reports that the number of calls handled daily by the 2-1-1 operation increased from about 2,500 to more than 10,000 in the first days after the disaster, as hurricane evacuees sought assistance. Since September 1st, over 225,000 calls have been made to Texas 2-1-1.
Starting on Thursday September 1st, a team of experts -- representing HHSC, DIR, a telecommunications partner, eLoyalty, and Cisco -- convened to find a way to re-engineer a solution, and fast. This quickly assembled group of VoIP and communications experts were committed to the belief that the right solution needed to be put in place -- and quickly -- to ensure the state was prepared to help. Close coordination between all partners was essential.
The increase in call capacity and new call management solution began with DIR's actions to move excess capacity from the Texas Capitol complex telephone system to 2-1-1's VoIP network. Then, DIR, eLoyalty, and the telecommunications partner's technicians working overnight were able to re- route overflow 2-1-1 calls in the Houston area to other information centers around the state.
In Austin, HHSC and eLoyalty set up a new 50-telephone center to take the calls. In a matter of hours starting the afternoon of September 2nd, eLoyalty and HHSC:
-- Designed a network with the state's partners that significantly
changed capacity and call routing algorithms,
-- Created new Interactive Voice Response (IVR) applications,
-- Built intelligent call routing rules, and
-- Created new operations reporting.
All of this was done on the Cisco-based VoIP enterprise IPCC solution and all of these critical tasks were accomplished by 5 a.m., September 3rd. Due to the uncertainty of cell phone access from providers outside of Texas, HHSC implemented a toll-free number, 1-888-312-4567, for disaster information that also utilizes the 2-1-1 network.
"One of the strengths of the state's 2-1-1 system is the capability to adjust capacity, but making that adjustment overnight is nothing short of incredible. We were able to make this happen because of the exceptional communication and coordination we have with HHSC and our vendor partners," said DIR Telecommunications Director Brian Kelly. "From the start, the team's focus was always on how -- not if -- this could be done. We all wanted to make sure the hurricane's victims had a place to call for help."
Over the Labor Day weekend, volunteer eLoyalty personnel watched the reconfigured application day and night to ensure the expanded solution was operating without incident. More than 700 state staff and others volunteered to work the Labor Day weekend and the following week to answer 2-1-1 calls at the overflow Austin center. Several states, including Arizona, Rhode Island, New Mexico, Oregon, and Michigan, also sent teams of information and referral specialists to help answer calls in Austin and Houston.
eLoyalty was selected as the vendor to design, host, operate, and support the multi-site converged IP call center solution in 2002. For the past three years, eLoyalty has been hosting and managing the State of Texas' 2-1-1 infrastructure. The solution provides tremendous flexibility and responsiveness to meet citizens' requests. The State chose to build a converged voice and data network to create a virtual call center that could be reconfigured easily to meet changing conditions and grow to benefit other areas of this state government organization. Due to the success of the 2-1-1 operations, this network has become the defacto standard for the State of Texas, and is in the process of being significantly expanded to accommodate additional state usage.
About eLoyalty Contact Center Managed Services (CCMS)
eLoyalty Contact Center Managed Services (CCMS) began in 1998 as the first multi-vendor integrated support business focused exclusively on contact center and CRM solutions. Having built up a proven seven-year record of accomplishment, this business unit within eLoyalty provides a combination of: 24x7 technical support for large-scale multi-vendor contact center solutions, real-time intelligent monitoring, and VoIP Managed Service Solutions. These services are provided for both traditional call center telephony and Converged IP Contact Center infrastructure and application services. CCMS is a rapidly expanding area within eLoyalty.
About eLoyalty Corporation
eLoyalty is a leading management consulting, systems integration, and managed services company focused on optimizing customer interactions. With professionals in offices throughout North America and Europe, eLoyalty's broad range of enterprise Customer Relationship Management (CRM)-related services and solutions include creating customer strategies; defining technical architectures; selecting, implementing, and integrating best-of-breed CRM software applications; and providing ongoing support for multivendor systems. The combination of eLoyalty's methodologies and technical expertise enables eLoyalty to deliver the tangible economic benefits of customer loyalty for its Global 2000 and government clients. For more information about eLoyalty, visit http://www.eloyalty.com or call 877-2ELOYAL.
ASSUMPTIONS UNDERLYING FORWARD-LOOKING STATEMENTS AND FACTORS THAT MAY AFFECT FUTURE RESULTS
Statements in this press release that do not involve strictly historical or factual matters are forward-looking statements within the meaning of the "safe harbor" provisions of the federal securities laws. Forward-looking statements are based on current management expectations, forecasts and assumptions. These forward-looking statements are subject to risks and uncertainties that could cause actual events or results to differ materially from those expressed or implied by the forward-looking statements and speak only as of the date of this release. Among the factors that could cause actual results to differ are the ability of eLoyalty to maintain its pricing and utilization rates and control its costs, the sustainability of the economic recovery in the U.S. and other markets in which we operate, recruitment and retention of personnel, possible termination of projects by major clients, variations in the timing, initiation or completion of client assignments, absence of long-term contracts with clients, growth management, project risks, and technological advances. For further information about these and other risks, see eLoyalty's recent SEC filings, including, without limitation, its most recent annual report on Form 10-K and quarterly reports on Form 10-Q, as well as those identified under "Risk Factors" in the Registration Statement on Form S-3 filed on September 24, 2002.
Source: prnewswire
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