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Avalanche call management system used to deal with worst wind storm event in 20 years - Telnet - ContactCenterWorld.com Blog

Avalanche call management system used to deal with worst wind storm event in 20 years

Recent storms in the lower South Island has seen the worst wind damage in the region in 20 years. Unprecedented damage has occurred with gusts of up to 174 kilometres per hour being recorded with the nor-west gales affecting many South Island networks. Over ten thousand customers lost power over a 24 hour period alone.

It was most interesting to read about Timaru-based Alpine Energy who has been realising the benefits of their recent technology investments. Their implementation of an avalanche call management system has helped reduce the voice traffic coming through to their phone system by sending outage information to affected customers and by providing communications around restoration timeframes.

As a contact centre business with significant experience within the energy industry, Telnet fully understands the unique challenges in managing avalanche call patterns. Telnet’s expertise and knowledge in this area has seen us design and implement bespoke avalanche call management solutions for a number of energy clients from around the country who operate retail and lines businesses.

Using multi-channel techniques such as SMS, web, IVR and voice messaging and leveraging the scale and resources of our telco partners, Telnet is able to dramatically reduce the call volumes that need to pass through to a live operator in high demand situations.

A robust call management solution is well worth its weight in gold. It reduces wait times and resource requirements whilst improving the overall customer experience and reducing client costs.

Source: http://telnet.co.nz/contact-centres/worst-wind-damage-20-years-southland-otago-regions/

Publish Date: October 9, 2015 5:00 AM


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MFE International

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Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
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You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
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Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
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Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

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QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



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