JACKSONVILLE, FL. - April 1, 2002 -

Last week The Christian Broadcasting Network (CBN), in Virginia Beach, Virginia, began taking inbound calls using a new phone system installed by Jacksonville Florida's Capernaum, Inc. This "Next Generation Call Center," uses Interactive Intelligence computer telephony technology to route incoming calls from viewers of CBN's various television programs, like The 700 Club, to specific groups of Partner Service Representatives (PSRs). CBN will also utilize the new phone system to handle the high call volumes during their quarterly telethons. "Multi-Site queuing was used to route calls between servers to keep service levels and PSR utilization high. It was probably the biggest challenge we had to overcome," said Will Taylor, Capernaum's senior engineer.

CBN's phone system is unique, as PSRs access html-formatted information from a database while they are on each call. One of CBN's goals was to implement more ways that the PSRs could personalize their interactions with CBN partners. "Our challenge was to build a system using web technology that had a robust user interface, fast response times, and could be easily modified," says Scott Hopkins, one of the technical leads on the project. "We were able to dynamically change data displays without reloading the pages by accessing the database in the background. From there we integrated with the phone system to place calls, transfer them, and monitor calls in queue." CBN chose Capernaum for the project, due in large part to its dual core competencies of web and telephony application development.

Capernaum's relationship with CBN follows the successful implementation of similar telephony solutions for other ministries like Compassion International and International Bible Society, both located in Colorado Springs, CO.

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