Contact Center Solutions Featured Article

PWP Partners with Milsoft on Outage Management System, IVR Call Center

June 04, 2013

For many companies and government agencies, managing a call center can mean dozens if not hundreds of new jobs. Just how much of a role the call center actually plays for the company that is utilizing it determines how many jobs are actually being created.

Milsoft Utility Solutions has been selected by Pasadena Water and Power to handle PWP’s outage management system and call center. This is just one more in what is becoming a long line of services that PWP has utilized from Milsoft Utility.

Pasadena Water and Power is already a user of the Milsoft Engineering Analysis that works with planning and operations. PWP is planning on upgrading to the Milsoft OMS and call center solutions. It seems there is a growing effort by some companies to package their call center solutions in a way that clients will find most helpful. Some call center solutions have to do with scheduling, but Milsoft’s Outage Management System, rather, works to allow electric utilities to detect and evaluate customer service outages.

The solution automatically collects and organizes a ton of relevant data that can then be used to improve employee performances, especially when there is an outage event. By doing this, PWP can react and make changes that will help deal with outages better each time they have these kinds of setbacks.

The call center uses a hosted interactive voice response (IVR) system. That IVR system allows for PWP to communicate with its customers 24/7/365. It also allows for customers to have a large amount of automated communications, such as paying their bills and reporting outages. The IVR means that people who are attempting to contact the company won’t have to go periods when they are on hold for a long time or get those annoying busy signals.

Pasadena Water and Power has been in operation since 1906, originally taking shape as Pasadena Municipal Light. In 1912, the city added water regulation and service to the municipal watch.




Edited by Alisen Downey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!