With disparate phone systems and a call center cobbled together with applications from multiple vendors, Memphis Light, Gas & Water needed a unified solution to improve their customers’ experience. There was a big challenge with the solution, in that it had to be integrated into the existing telephony infrastructure. Learn about the final solution DiRAD recommended, the outstanding results it generated and what the next step in the evolution of this solution will be.
The Challenge: Integrating Communications Solution Into Existing Telephony Infrastructure
As the nation’s largest 3-service municipal utility, MLGW serves over 420,000 customers. Since 1939 MLGW has provided electricity, natural gas, and water service for residents of Memphis and Shelby County.
As a very customer-centric utility, MLGW is constantly looking to improve the customer experience while keeping costs reasonable. Working with antiquated platform was the biggest challenge: MLGW needed world-class technology that would improve customer satisfaction as well as agent adoption. One of the biggest challenges was the integration of the new solution into the existing telephony infrastructure.
The Solution: Custom Solution That Included An Outbound Notification System
After a competitive bidding process, DiRAD was selected to provide a next-generation call center platform, PureConnect from Genesys. DiRAD was also tasked with developing three large, complex Interactive Voice Response (IVR) applications, as well as an outbound notification solution. DiRAD worked with MLGW to integrate the existing Siemens phone system, as well as completely replace the legacy Avaya ACD. DiRAD staff provided hands-on training, spending multiple weeks at the location, ensuring that the agents were comfortable with the system before and after it went live.
The Results: Customers Are Getting Their Answers Quicker
The customer noted almost immediate changes: “we noticed the volume of agent assisted calls had decreased. By re-designing the call flows with DiRAD’s assistance, we were able to expeditiously route customers to the most frequently used functions. In addition, the standard reports delivered with the solution allow us to maintain accountability to ensure our key performance indices are met.”
Upcoming Functionality To The Call Center
DiRAD and MLGW are working on the next phase of the telephony architecture: moving off the Siemens and Avaya telephony endpoints, and replacing them with SIP-based Polycom IP phones. In addition, MLGW is adding the PureConnect Workforce Management solution, moving away from the legacy Verint platform.
Voice of the Customer
“MLGW appreciated the personalized attention we received from our implementation partner. While realizing DiRAD had other customers, throughout the entire project, we had the sense of being their highest priority. Members of the DiRAD implementation team were able to quickly acclimate into our environment. Upon completion of the Discovery Phase, DiRAD was able to make suggestions based upon industry standards and their newly gained knowledge of our internal operation. Their sensitivity to our needs enabled them to diffuse conflicts as it related to the best way to achieve the desired results so that everyone could focus on development of the best solution for MLGW.” – Cynthia Jones, MLGW