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DC Water

DC Water
Industry: Energy
Country: United States
Download: DC Water Success Story

Following the successful deployment of an infrastructure based on an Alcatel-Lucent OmniPCX Enterprise Communication Server, additional modules - OmniPCX Record and OmniPCX Coach – were implemented to provide a comprehensive management solution, allowing monitoring and recording of calls, and an ability to leverage metrics to enable continuous operational improvements.




Challenges

  • Improve mechanism to communicate and do business with customers
  • Need for flawless execution because of project’s high-visibility in community
  • Give contact center supervisors better tools to manage operations

Solutions


Benefits

  • Contact center fully integrated with multi-site telephony infrastructure
  • Supervisors able to perform real-time monitoring and coaching
  • Utilization of proven mechanism to coordinate technology, process and people aspects of project secures successful outcome