AWWA IMTECH64712 PDF

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 Call Volumes; Staffing Constraints; Customer Expectations; and, Momentum. The solutions included: IVR; recorded calls; CRM; CTI; "Diary"; ACD call management; CSR Alerts; On Hold Messages; On-line payments/IVR payments; Voice Recognition, On the cutting edge; and, Improved Web Services.

Edition :	Vol. - No.
File Size :	1 file , 1000 KB
Note :	This product is unavailable in Ukraine, Russia, Belarus
Number of Pages :	28
Published :	03/01/2007