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IVR - Microlog to Upgrade Virginia Lottery IVR System
July 01, 2008

Microlog to Upgrade Virginia Lottery IVR System



By Anil Sharma, TMCnet Contributor


Microlog Corporation, a technology company engaged in integrated voice response and computer telephony integration solutions, announced today that it’s been awarded a contract from the Virginia Lottery.

 
The upgrades, expected to be operational before the end of the 2008 calendar year, will bring Lottery players an even more customer-friendly experience, according to the companies.
 
As part of the contract, an upgrade to the current Microlog IVR system hardware, software and operating systems would be carried out, company officials say.
 
Reporting, monitoring, and redundancy within the upgraded system will also be enhanced, they say, and for the first time, it includes the addition of Spanish as a second language within the architecture.
 
“Microlog has been with the Virginia Lottery since shortly after the lottery’s inception,” said Richard E. Meccarielli, president and chief executive officer of Microlog Corporation. “Over the last ten years we have worked with them to provide numerous changes and enhancements to meet their growing needs and look forward to our continued working relationship.”
 
Microlog officials say their company has been the chosen vendor for the Virginia Lottery since 1998. They say the company designs, implements and services patented software applications that enhance the productivity of the customer contact center experience, and consults on a variety of system integration options.
 
The company’s services encompass the migration of e-commerce into the traditional call center environment by Web enablement, according to the company.
 
Microlog’s products support this Web enablement, as well as supporting all inbound and outbound media, telephone, e-mail, fax, and Web for contact centers, company officials say.
 
All Virginia Lottery profits since 1999 have been designated solely to K-12 public school education in the Commonwealth, company officials say.
 
In that time, the Lottery has turned over more than $3.4 billion for Virginia’s public schools, currently representing about 7 percent of annual state funding for public education in Virginia.
 
In 19 years, the Lottery has awarded more than $10 billion in prizes to players and more than $1 billion in retailer commissions.
 
Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

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