Date Added: Jan 2010
Seminole County Elections Office serves residents of Seminole County in Florida. The office provides the information required for exercising the voting rights. The county had 120,000 registered voters in 1992. The office faced the challenge of serving the growing population of the county. The increasing workload was straining the office's existing system. The office also wished to provide its users with accurate and fast service. The case study reveals the steps taken by the office to solve this situation. The office decided to deploy Voxeo Prophecy Interactive Voice Response (IVR) system. It also combined Prophecy with a stout audio conferencing solution and an integrated Voice over Internet Protocol (VoIP) gateway. An integrated single rack-mount server was used for this purpose. The office also engaged the services of ICOA for voter hotline application. These solutions were used as these offered easy application management. The new system also featured updated call prompts and had built-in call recording function. Voxeo's VoiceXML offered simple integration with the office's existing system. Further, the new system allowed the office to directly control the menu prompts, greeting and recorded messages. The paper discusses the resulting advantages for the organization by replacing the system. The new system greatly reduced the caller wait time and increased the employee efficiency. It also provided a simpler caller interface and enhanced the customer experience.