Utilities Sector customer case studies
Here are some examples of customer solutions we have delivered to the Utilities sector:
Centrica plc
ProtoCall One was engaged as advisor to the incumbent systems integrator on a major Genesys deployment for Centrica, a leading energy business around Genesys Enterprise Routing and Reporting solutions. ProtoCall One conducted a quality assurance review of the planned routing and reporting architectures and provided recommendations for improvements and fine-tuning across the Genesys environment.
ProtoCall One consultants were also responsible for the development of Centricas extensive database driven routing strategies including implementation of a comprehensive failover system to limit the number of lost calls, integration to their IVR for call treatments and digit collection, and the scripting of blending strategies to allow selected agent groups to handle both inbound and outbound calls.
ProtoCall One consultants were also required to design and manage the execution of the various test phases for both routing and customised historical reporting environments.
Large UK public utility supplier
ProtoCall One won an annual contract to provide support and maintenance for a major utility supplier's 250 agent Genesys contact centre solution including a Voice Self Service (VSS) platform via our systems integration partner. VSS seamlessly integrates self-service applications and agent-assisted transactions to align service with customer values and needs, reducing costs, and enabling end-to-end reporting. The partner organisation integrated the Genesys platform, with its own hosted voice self-service solution, and called in ProtoCall One to support the platform due to our level of expertise and hands-on support capability for Genesys UK installations over any other contact centre specialist. The utility organisation set aggressive targets for customer service improvements which both ProtoCall One and the partner excelled in.
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