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MCWD Improves Customer Service, Launches New Telephoning System

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Cebu City, Philippines, Sept, 2017 -- So that its customers can have 24/7 access to information on water service interruptions, bill balance and status of new application, the Metropolitan Cebu Water District (MCWD) has launched a telephony system.

Although the telephony system has been in operation for the past 15 years, the newly improved interactive voice response (IVR) system allows customers to receive real-time updates on their concerns.

"This IVR is more customer-centric, so unless you have personal concerns, you can be updated even at home. We want to give our customers convenience with 24/7 available information," said MCWD spokesperson Charmaine Kara.

MCWD Information Technology Department Manager Rommel Yu said that although MCWD’s previous telephony already used internet protocol, the new system is more "customer-centric."



From the limited 15 channels for outgoing and incoming calls, the new system also allows 60 outgoing and incoming calls at the same, allowing MCWD to entertain more external calls. Yu said that although there are only three options at the moment, the planned nine others will soon be made available.

Since the technology includes GSM gateway integration, there is a "follow me" feature where after six rings, the call will be forwarded to a mobile phone, allowing the transacting public to talk to an MCWD official even when he or she is not in his/her workstation.

Aside fom this, MCWD is also looking at new technologies to give updated and correct information to the public through a text blast where customers can receive an SMS if their area is affected by a scheduled or emergency interruption.

A scheduled interruption is a stoppage in the water supply due to a preventive maintenance work or a repair that MCWD will implement at a specific time or a result of the scheduled work by power companies or the Department of Public Works and Highways that affect MCWD’s pumps and pipes.

Emergency interruptions, on the other hand, are those caused by emergency repair work due to a breakdown in MCWD’s facilities and other interruptions that result from leaks, pipes damaged by contractors working on road projects, a power outage or supply problems from MCWD’s private suppliers, among others.

Kara said MCWD is also in talks with banks for the availability of its online payment service for bills and other MCWD fees.

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Posted by Veronica Silva Cusi, news correspondent
Source: http://www.sunstar.com.ph

Date Posted: Monday, September 25, 2017



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