Industries
Utility | Investor Owned Utility
Utility: Cooperative | Investor Owned | Municipal
Investor Owned Utilities (IOUs) serve hundreds of thousands or millions of electric customers in multiple counties and states.
Centurion’s CARES Automated Call Distributor (ACD) provides numerous advanced communications services to customer callers to ensure the level of service desired by the IOU is made available to the caller. Caller recognition, routing of the caller to the customer service representative best equipped to handle the call, automated display of the caller’s billing record on the agent’s PC, call monitoring and recording, and expanded channels of customer communications to include electronic mail, fax, voice messages left while in queue, and web chat are a representation of the advanced communications services supported by CARES ACD.
Centurion’s CARES Interactive Voice Response (IVR) provide IOU customers with the option of self-service during periods of high call volume, after business hours, and during weekends and holidays. Self-services include: Billing Inquiry, Bill Payment using credit cards or electronic check, Payment Extension Permission, Telephone Number Update, and Report a Service Outage with a request for call back when service has been restored. CARES IVR also provides for automated customer notification of overdue bills, service disconnect, scheduled service interruption, and load management requests.
CARES ACD and IVR may be integrated onto a single server platform, Integrated Utility Communication Solution (IUCS). The platform supports touch tone and / or voice recognition responses by callers.
