News : Water Corporation Overhauls Customer Interactions Approach
Perth, Western Australia, March 11, 2016 -- Western Australia-based water resources provider, Water Corporation, is looking to bring consistency and unity to its customer engagement approach and has brought on a new multi-channel technology platform to achieve it.
Water Corporation is a supplier of water, wastewater and drainage services in Western Australia to homes, businesses and farms across 2.6 million kilometres.
The company has selected Interactive Intelligence’s Customer Interaction Center engagement suite and is first rolling out the platform out to its contact centre. The objective is to use the technology to automatically route and manage inbound and outbound calls in order to speed service and help contact centre agents deliver a more personalised customer experience for the calls they receive each year.
Water Corporation customer and community general manager, Catherine Ferrari, said the objective was to continue to meet customers’ needs, which are becoming increasingly multi-channel.
"Customers want to be kept informed, and for us to available when they need us and available through their channel of choice," she told CMO. "To do this, we recognised the need to transform our tradition call centre to a contact centre, which required the investment in a platform which would support an omni-channel proposition and give us the ‘single’ platform to deliver against our customers’ needs in an efficient and effective manner."
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"We’re looking to integrate our existing email channel into Customer Interaction Centre first, which will enable us to deliver an improved customer experience through our existing channels as a priority," she explained.
"This will be followed by the transition and expansion of our existing social media channels, the introduction of Web chat and outbound push notification over the next 18 months."
"CIC will help us seamlessly support chat, email and social media, and all running on the same platform, which will help us deliver more consistent, fast and efficient service for our customers," Ferrari said.
Posted by Veronica Silva Cusi, news correspondent
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About Water Corporation:
Water Corp - Water Corporation is the principal supplier of water, wastewater and drainage for over 2 million Western Australians, as well as providing bulk water to farms for irrigation. Our services, projects and activities span over 2.5 million square kilometres. We employ more than 3,000 people and manage over $13 billion in infrastructure
Published: Monday, March 14, 2016
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