Who is CPS Energy?
CPS Energy is the nation’s largest municipally owned energy utility providing both natural gas and electric service. We serve more than 840,750 electric customers and 352,585 natural gas customers in and around San Antonio, the nation’s seventh largest city.
There are a number of reasons why an organization may decide it’s time to migrate to a different platform – maintenance costs, additional features, support, standardization etc. In 2016, CPS Energy made such a decision to move from Avaya AES to Cisco UCCX. CPS Energy, a long time AMC Technology customer since 2001, did not have to worry about seeking another integration product to connect their telephony platform with SAP. They knew that AMC supported Cisco UCCX and their Avaya platform.
Solution
“With AMC’s solution the migration was a breeze,” said Felix Melendes, IT Lead from CPS. “We installed a new ACD, new quality management system, new recording device, new workflow management system, new call back and AMC’s was the only product we didn’t have problems with.”
Melendes, hired in 2001 as a subject matter expert, was brought on onboard to implement AMC’s integration between SAP CRM and Avaya. Since then his organization’s contact center agents have grown to rely on screen pop. “Not only is it very convenient, it reduces customer frustration because they don’t have to identify themselves multiple times,” shared Melendes.
“… it reduces customer frustration because they don’t have to identify themselves multiple times.“
Felix Melendes, IT Lead, CPS Energy
Benefits
CPS energy on average handles 12,000-15,000 calls daily during the business week. This is their peak time but they do take calls 24×7 in case their customers are experiencing outages. “AMC has provided a very stable platform. We don’t have any problems with their software as it is reliable. We like the support we receive and overall it’s a good company,” continued Melendes.
When asked what advice Melendes had for others looking to migrate from one platform to another, Melendes offered, “Make sure you work with your business to gather thorough requirements so that you are looking at the correct products. You can’t base the platform just by the number of agents. If you already have CTI, you will want to make sure you don’t lose any functionality after you migrate.”
AMC’s solution has benefited CPS Energy in three main ways over the past sixteen years: reliability, maintaining high customer service and ease during migrations and upgrades. When asked about whether or not Melendes is concerned about their upcoming migration from SAP to Salesforce, he simply responded, “We know it will work, we’ve come to expect that AMC’s solution is fine.”
“We like that DaVinci is a very stable, reliable platform and we haven’t had any problems working with AMC in the past 20 years. We have enjoyed working with their support team.”
Felix Melendes, IT Lead, CPS Energy
