MicroAutomation, a Virginia-based provider
of call center technologies and solutions, today announced the successful
deployment of an advanced call routing network for the National Hopeline
Network: 1-800-SUICIDE (784-2533) that will allow the Hotline to receive
more calls and deliver faster service. This new network, deployed on both
the U.S. east and west coasts, reliably routes incoming calls to the nearest
crisis center, many of which are the local 2-1-1 provider, ensuring that
callers are connected to crisis professionals as quickly as possible.
"The Kristin Brooks Hope Center (program manager for the National
Hopeline Network) was experiencing a significant technological challenge,"
said Michael O'Keefe, director of marketing and sales for MicroAutomation.
"We designed a new architecture that quickly and securely solved their call
routing problems. As a result, the Network is now able to offer a higher
level quality of service to its callers in need." O'Keefe estimates the
Network will now be able to handle over 300,000 (an additional 50,000) calls
annually, based on the first phase of the project.
The system MicroAutomation developed for the hotline is an advanced call
routing and call management tool based on the company's award-winning
CallCenter Millennium CTI product. By utilizing standards-based building
blocks from Intel, including the Intel NetMerge Media Communications
Carrier Software and CallCenter Millennium, the solution provides dependable
call routing capabilities, and allows for rapid system expansion.
Additionally, the new system works seamlessly within (co-located) a long
distance telephone network, resulting in greater efficiency.
"It is crucial for our network to enable callers to 9-1-1, 2-1-1 and
other points of entry to be transferred into a crisis center immediately and
get the support they are seeking," explained H. Reese Butler II, president
and founder of the Kristin Brooks Hope Center. "MicroAutomation and its
partners took the time to understand the importance of the project and the
scope of the network's needs and then found the best solution for us," he
noted. "By building this system on open, standard-based building blocks from
Intel, MicroAutomation is providing system owners like the National Hopeline
Network with communications technology that affords modularity and
flexibility, thereby reducing their costs and improving business agility"
said Timothy A. Moynihan, Director of Product Marketing for the Intel
Network Building Block Division.
Currently, the new system connects 100 crisis centers across the U.S.
Approximately 200 additional centers will be integrated into the network by
the end of 2004. In addition, this system will be leveraged by several
states to support their 211-phone service (this service will help direct
caller with social issues to resources that can provide assistance).
MicroAutomation is a privately held company based in Manassas, Va. The
company is a leading provider of Customer Contact Solutions including
Computer Telephony Integration (CTI); Multimedia Contact Management;
Integrated Voice Response (IVR); Speech Recognition; Text-to-Speech; Web
Integration; Dynamic Message Distribution; and Consolidated Management
Reporting. MicroAutomation offers its award-winning CallCenter Millennium
products along with requirements consulting, a complete solution design and
systems integration and implementation services. Additional information is
available at www.microaut.com.
Information about the National Hopeline Network can be found at www.hopeline.com.