AWWA IMTECH64712

This slide presentation outlines how technology can change a citizen's perception of a utility. The City of Phoenix, Arizona, had several challenges to its call center: Legacy Billing System;Increasing CallVolumes;Staffing Constraints;CustomerExpectations; and,Momentum. The solutions included:IVR; recorded calls; CRM; CTI; "Diary";ACD callmanagement;CSR Alerts;On Hold Messages; On-line payments/IVRpayments; Voice Recognition,On the cutting edge; and, Improved WebServices.

Product Details

Edition:

Vol. - No.

Published:

03/01/2007

Number of Pages:

28

File Size:

1 file , 1000 KB