A metropolitan utility agency has grown from a small rural utility centrally located to one that serves several hundreds of thousands of customers in a number of cities and rural communities. Their existing voice communications solution has been upgraded to the point where it can no longer expand to meet current and future communications needs. The company also determined they need advanced voice over IP capabilities to leverage availability of personnel and improved call handling. They also have a legacy call center solution that they wish to replace that will improved call routing, computer screen pops, and advanced IVR functionality.
GDS Solution:
GDS delivered a solution that provided a voice over IP solution that supplied the utility company with the advance call handling, routing, location independence, and IVR function they required. The design included redundant Cisco Call Managers, Cisco IP Handsets, a Unified Communications Contact Center Express, Cisco Unity, and Cisco Fax Server. Additionally, the Executive team received the most advanced Cisco IP telephones and wireless hand sets.
GDS supplied all of the pre-sales and post-sales implementation service to properly stage, pre-configure, and implement the solution. GDS also integrated the solution with existing paging and telephony components in manner that has seamlessly integrated with their business model. GDS also now actively monitors this solution 24x7x365 via a managed services contract.
Result:
The solution has greatly improved communications and call flow for the company They have spoken very highly of the Cisco solution as it has also helped them to address issues that existed in their Call Center regarding customer call handling, call flow, and call monitoring. The solution has allowed the company to refocus human resources and leverage economies of scale to reduce overhead and eliminate many of their communications concerns.