Videoconferencing on Target for Rapid Growth in Next Decade Western Heights Uses Technology in Teaching, Financial Aid Counseling

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SEATTLE -- Lisa Goodman was red-faced three years ago when she tried to hold a videoconference with a big client and several of her offices using equipment from Kinko's Inc. and Sprint Corp.

The system failed -- they lost contact with one of their departments -- and the presentation flopped.

"It made us look like we weren't prepared," said Goodman, co- founder of Service Intelligence Inc., a Seattle-based consulting firm that helps companies such as AirTouch Cellular provide better customer service. Thanks to improved technology, that hasn't happened again. And Service Intelligence now plans to buy the latest type of videoconferencing system, which is built into …