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VoiceUtility is an Interactive Voice Response (IVR) solution
developed to meet the needs of utility companies. By providing
first-level customer service, the IVR system reduces the number
of telephone calls that are fielded by staff, and increases
the level of service offered to consumers.
Features
VoiceUtility is a user-friendly and efficient solution that
is adaptable to the unique needs of any community. The
Base System includes all necessary hardware, software, training
and implementation components.
The Base System Functionality includes:
- Account balance, including current charges and
unpaid balances
- Date and amount of last payment
- Scheduled date for the next bill
- Date and amount of the last bill
- Faxing capability to allow users to request a hard
copy of account information (SmartDelivery
required)
- Easy transfer to customer service personnel during
designated office hours
Several Additional Functionality modules
are also available, including Payment Processing
and Outbound Notification.
Benefits
- Fields the most common questions, increasing the efficiency
of customer service representatives
- Increases service to the community by providing 24-hour access
to account information
- Call processing capability is easy to expand as the customer
base grows
- Adaptable to the business rules of the department
- Additional Functionality modules can be purchased a la carte,
expanding the capabilities of the system to meet the unique needs
of the department
- Integrates with commercial and custom software systems
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