Original Date: 01/23/1995
Revision Date: 01/18/2007
Information : Sandia Voice Information System
Sandia's Voice Information System (SVIS) uses voice information throughout the lab as an enabling technology for productivity enhancement providing voice mail, faxing, information delivery, interactive voice response (IVR), and other information connections. SVIS enables better use of time and talents of Sandia personnel while providing extended hours and better service for users.
SVIS was developed out of a need for more efficient and effective communication. Too many messages were not received or delayed due to lack of enough people to provide support. Support staff personnel spent most of their time answering phone queries, processing forms and paperwork, and moving paper. A real need existed to leverage existing staff to provide better operational support. Sandia considered purchasing automated systems and opted to develop a system internally using an Octel system.
The system has many features and capabilities and is continuously improving. Voice mail complements e-mail and allows travelers to keep in touch 24 hours a day. Savings with voice mail alone which handles a volume of over 400,000 messages a month is estimated to be equivalent to more than 50 full time employees. Faxing is available on voice mail. This allows users to receive and print faxes when and where desired and callers' faxes always get through on the first call. As a result, fewer fax machines are needed and service is better.
Because telephones are readily available to everyone no matter where they are located, a service called "Sandia Line" was developed to leverage the investment in the voice mail system and provide additional services. This capability allows current and former employees worldwide to get information by phone or fax. This information includes benefit rules and forms, personnel information, educational offerings and forms, procurement information, schedules, and much more. IVR applications are used for accessing corporate information. The Job Vacancy line is used by all employees to learn about and make bids on job offerings. The invoice status line is used by 12,000 vendors to electronically check the status of invoices and payments. The Benefits Open Enrollment period is also managed by an IVR application. Employees can check the status of their purchasing requests, change their telephone numbers on the corporate database, register for classes, and do many other tasks quickly and conveniently without losing time from work and taking the time of support staff. The system is easy to use with new capabilities being added continuously. In the future, employees will be able to check their personal accounts, get travel policy information, and access certain information in their payroll profile. Currently more than 7500 calls are taken by IVR alone each month.
Sandia has used voice mail to greatly enhance its worldwide communications capability. IVR and associated delivery techniques have leveraged the investment in voice mail equipment. The system gives employees flexibility to achieve the best use of their time and allows support personnel to help customers. Considerable savings have been achieved while providing superior service.
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