One major utility in southern California provides gas and electric services to over two million customers. They operate a 200 agent contact center to handle all customer
inquiries ranging from billing questions to outage reporting. As the utility grew, so did the number of calls these agents were charged with handling. Rather than incur additional staffing and training costs, they wanted to revamp their contact center operations to ensure that existing agents could handle higher call volumes without making customers wait for service. This utility needed a solution that would make agents more productive and lower the overall call time – regardless of the customer’s issue.
This southern California utility chose a solution that would deliver caller information and historical data to the agent’s desktop along with the call.
To implement the agent screen pop solution, their development team used CT Connect™, call processing software that provides an open, standards-based method for communicating with over 30 leading traditional and IP PBX models. It captures the automatic number identification (ANI) from their Avaya Definity G3R PBX, uses it to look up customer information and then coordinates the data and call transfers to an available agent. As the agents receive the call, the customer’s account profile and recent history, including any interactions with IVR self-service applications, pops up on their desktop.