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News : SMECO Signs on to CRC’s Contact Center Overflow Services

#contactcenterworld, @crccoop

Austin, MN, USA, July, 2021 -- Cooperative Response Center, Inc. (CRC) is pleased to welcome Southern Maryland Electric Cooperative (SMECO) in Hughesville, Maryland, to its contact center membership. SMECO, is an electric cooperative in the United States.

CRC offers utilities across the country seamless contact center and alarm monitoring solutions, including call management, line crew dispatch, AMI/CIS/OMS integration, CRCLink(R) outage communication software, and alarm monitoring. CRC also offers dynamic greetings, outage texting services, video monitoring of substations, a Payment Card Industry (PCI) compliance solution which utilizes live agents for billing calls, and English proficiency translation services. 

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SMECO joined CRC’s membership in January and subscribes to its overflow contact center services. CRC’s overflow services are utilized by those utilities that have in-house 24/7 member services and/or an IVR and dispatch their own line crews. CRC is then utilized in times of need when call volume is too great for a utility to handle internally.

Although SMECO maintains its own call handling and dispatching center, when incoming calls get busy, staff finds it reassuring to have CRC as a partner to help with the workload. "Having CRC available for overflow services provides us with peace of mind during high volume call days and major storm events," explained Joe Trentacosta, senior vice president and CIO at SMECO.

Chris Holt, CRC’s president and CEO, appreciates Trentacosta’s remarks and thanks SMECO for their membership. "Our goal is to serve as an extension of our members’ offices, to have their backs when the workload warrants," Holt said. "We’re pleased to partner with SMECO to offer its consumers great service."

#contactcenterworld, @crccoop

Posted by Veronica Silva Cusi, news correspondent
Source: CRC


About Cooperative Response Center:
Company LogoWith our 24/7/365 contact center and alarm monitoring central station, CRC has merged the benefits of personalized service with the efficiencies provided by technologically advanced computer and telephony systems. At CRC, we pride ourselves on Focusing on the Human Side of Technology®. Specialties: Inbound Call Services, Line Crew Dispatching Services, Medical, Security, & Medical Alarm Monitoring, CRCLink Software, Substation Protection, Service Excellence, Video Verified Monitoring, UL Listed Central Station, CSAA Certified - Five Diamond Central Station
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About Southern Maryland Electric Cooperative:
Company LogoThe Southern Maryland Electric Cooperative is an electric distribution cooperative which is headquartered in Hughesville, Maryland.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Listen

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

Published: Tuesday, July 20, 2021

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2021 Buyers Guide Call Routing Optimization

 
1.) 
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.

2.) 
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.

3.) 
OpsTel Services

SPEED
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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