A need to make information available to the client

Improvement of customer care and facilitating access to information are tasks currently faced by the companies operating within the Utilities business sector. Care about the customer and increase of competitiveness have initiated search for new communication channels. Channels that enable power plants, gas companies and water supply companies to have better contact  with their customers , especially through automated processes of providing information.

Solution that meets expectations

alfa Awarie system makes information about current emergency situations available to the client.  Simultaneously it helps to optimize the work of dispatchers without a necessity to increase a number of employed dispatchers  and appoint dedicated organisational units - TBOK (customer service over the phone). IVR application integrated with TTS (Text To Speech) system enables dynamic reading out current information about emergencies that are currently solved as well as information about the planned shutdowns. After listening to the message, the system provides also an option to transfer a call to an agent or a dispatcher. Full configuration and system management takes place from the level of application module available via web browser.

Extension limits

alfa Awarie platform may also function as an auxiliary application for the existing call center or provide the possibility of further extension of the solution through deployment of alfa Contact Center system, thus assuring safe investment.

alfa Awarie system – general characteristics

• Use of the existing telephone, system and network infrastructure
• Support for Digital telephone and VoIP
• Use of highly efficient telecommunication boards
• Scalability – from a few to several hundreds lines
• Simultaneous handling of a vast number of callers.  Fully automated processes
• System available 24/7/365
• Relieving the dispatchers of a necessity to answer the same repeating questions
• Providing  information about the planned works and related shutdowns
• Option to transfer a call to the consultant or the dispatcher
• Tools for monitoring the system operation
• Available statistics and reports
• Possibility to integrate with internal systems of the customer.