Business: |
Public Service Utility |
Contact Center: |
Customer Service Center |
Headquarters: |
San Antonio, Texas |
Website: |
www.citypublicservice.com |
Channel
System: |
Avaya CentreVu® CT and Definity® G3R switch |
CRM System: |
SAP® R/3® 4.6i - ISU |
City Public Service (CPS) is one
of the nation's largest municipal utilities, serving more than
560,000 electric customers and about 302,000 natural gas
customers in the urban San Antonio area. The extremely high volume of
customer calls received at the 24x7 customer service center
(approximately 200,000 calls per month, 75% of which are
handled by live agents) mandated that CPS find a solution to
two pressing issues. First, they needed to integrate
their telecommunications infrastructure in order to process
calls more efficiently. Secondly, they needed a solution
that would facilitate identification of the incoming caller
via user-entered digits, in this case a customer account
number, and then access the SAP data to match the caller with
a customer record. If their agents could have quick
access to a customer's account history at the moment they
receive the incoming call, they would be able to process
inquiries more effectively and update customer records
immediately.
Solution:
CPS selected AMC's Telephony Connector
because it facilitates integration between the Customer Interaction Center in
SAP R/3, the
Definity G3 switch, and Avaya's CentreVu CT middleware
solution. The Connector provides the link that enables
seamless communication between these systems and delivers a
screen pop, call attached data and softphone controls to the
agent's desktop. It also allows for user-entered digits
to be carried over to SAP from switch prompting. At CPS,
the customer can now be requested by the switch to enter their
account number, and that information is used to identify the
caller. This feature allows for a quick search of the
SAP system in order to display the caller's information and
current account history on the agent's desktop as the agent is
accepting the call. The result has been improved call
processing time and more efficient handling of customers'
service requests.
In addition to working with CPS
to implement their computer telephony integration, AMC also
developed a set of reason codes to be used by the agents to
explain why they are changing work modes. CPS can apply
the reason codes to create SAP reports that correspond with
the ACD reporting tool. This new functionality allows
CPS to consolidate customer historical data related to the
accounts with telephone interaction events.
Results:
-
agent access to customer information
stored in SAP
-
screen pop of incoming telephone call
with Business Partner display and
transaction history
-
transfer of user-entered digits to SAP
-
agent control of the call through
softphone features
For more information, contact our
Sales Department.
