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Utility customer service agents must
regularly respond to routine account service calls, from account
balance and payment history inquiries, to processing credit card
payments. Many of these calls can be easily rerouted to an Interactive Voice Response (IVR) or
Interactive Web Response (IWR) system, enabling you to provide 24-hour automated voice, fax and web access to account information.
By providing the first-level of customer service, an interactive
solution will significantly reduce the volume of calls that
must be handled by department staff and improve the service
offered to the community.
Meeting Present and Future Needs
Selectron’s interactive solutions platform has been designed
to integrate with in-house, custom, and commercial software,
so our clients can deploy an enterprise solution regardless
of the database or operating system each department uses.
Additionally, the platform was developed to ensure easy deployment
and compliance with growing end-user requirements. The architecture
allows for easy expansion, which gives jurisdictions the flexibility
to add new departments or functionality when the timing is
convenient, or when funds become available.
Secure means of providing superior service
Interactive voice and web applications provide secure
and controlled access to only the information you specify. With
the exception of Credit Card Payments, they are read-only applications,
meaning that individuals cannot change any information in the database.
Therefore you can feel comfortable providing expanded customer service
options, knowing you are not compromising the security of your data
management system.
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