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News : Wake EMC Utilizing CRC for Contact Center Overflow Services

#contactcenterworld, @crccoop

Austin, MN, USA, Feb 8, 2021 -- Despite the many challenges during 2020 caused by the pandemic, utilities still had to forge ahead with day-to-day operations while ensuring the safety of its employees and often offering support to some consumers who were struggling with hardships. While the early days of the pandemic included shutdowns and closures, the Wake Forest, N.C.-based Wake EMC, a distribution cooperative serving seven counties in north central North Carolina, was teaming up with Cooperative Response Center, Inc. (CRC) to offer call handling services to the cooperative’s members.

CRC offers utilities across the country contact center and alarm monitoring solutions, including call management, line crew dispatch, AMI/CIS/OMS integration, CRCLink(R) outage communication software, and alarm monitoring. 

Wake EMC joined CRC’s contact center membership in May 2020, subscribing to its overflow services. CRC’s overflow services are utilized by those utilities that have in-house 24/7 member services and/or an interactive voice response (IVR) unit 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.

Thanks to the teamwork between CRC and Wake EMC employees, a smooth transition took place in an otherwise chaotic world. "CRC was fast and efficient to work with during our implementation phase," said T. Scott Poole, vice president of customer service. "This all occurred in the midst of COVID-19 and we did not suffer from remote deployment.

"The staff was great to work with and we continue to build on the relationships we have developed," he added. "CRC’s interface with NISC is tremendous, and that relationship enabled us to foster meaningful conversations between us and CRC during the time of implementation. We have also been very pleased with the level of service provided during our first year."

Chris Holt, CRC’s president and CEO, is thankful for Wake EMC’s membership and that its contact center services meets the cooperative’s call-handling needs. "As always, CRC’s strives to offer products and services to complement our membership’s customer service goals," he said. "We work with our vendor partners to integrate services to meet or exceed user expectations. Working with CRC offers a one-stop solution to a utility’s call handling and customer service needs."

#contactcenterworld, @crccoop

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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Today's Tip of the Day - Using Predictive Dialers

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

Published: Wednesday, February 10, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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