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

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