Who is CPS Energy?
CPS Energy is a municipally owned utility company based in San Antonio, Texas, United States. It provides electricity and natural gas services to over 860,000 residential and business customers in the San Antonio area. CPS Energy is one of the largest public power utilities in the country, with over 3,000 employees. . CPS Energy generates electricity from a mix of sources, including natural gas, coal, nuclear, solar, and wind power. The company is also involved in community outreach and offers various programs and incentives to encourage energy conservation and the adoption of renewable energy technologies.
“… it reduces customer frustration because they don’t have to identify themselves multiple times.“
Felix Melendes, IT Lead, CPS Energy
Smooth Transition
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.
“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
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.”