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News : Arizona Electrical District #3 Providing Enhanced Member Services With Upgrade To Cares Contact Center Platform

#contactcenterworld, @CenturionCares

Olsdmar, FL, USA, Aug. 19, 2021 -- Tampa-based CenturionCARES has been providing IVR services to Electrical District #3 (Maricopa, AZ) for several years. The Co-op's members are now benefiting from a variety of services with the recent upgrade to the CARES Contact Center Platform. CARES software delivers a single-source solution through its comprehensive integration with ED-3's PBX, Billing, Customer Information System (CIS), and Outage Management Systems (OMS).

While attending the 2019 CenturionCARES Customer Conference (4C), ED-3's Information Systems Manager Peter Dale was impressed with what CARES was doing for other utilities. Buoyed by demos on the CARES platform and feedback from numerous CARES customers, Peter was confident that an investment in CARES would pay great dividends to the co-op and its members. After a smooth implementation, CARES quickly repaid his confidence. "The CARES IVR easily clears our call queue, even during a large outage," said Peter. "Courtesy Call Back has made a huge improvement in wait time and call time, and the Voice and Screen Recording has been great in capturing complete customer interactions." He also liked that CARES allowed him to check on operations from home over the weekend, and in the rare case any issues develop, he noted "CARES technicians are quick to respond and are always able to help".

"It's always gratifying when we're given the opportunity to expand and enhance the member service experience for a long-time customer like Electrical District #3," said Kirk Wormington, CenturionCARES President/CEO. "We are proud that our CARES Platform will provide the necessary infrastructure for their continued growth for many years to come."

#contactcenterworld, @CenturionCares

Posted by Veronica Silva Cusi, news correspondent

About Centurion Cares:
Company LogoCenturion, Inc. is a systems integrator that helps organizations automate their communications to increase efficiency, reduce costs, streamline processes and improve service.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Friday, August 20, 2021

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2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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