Utilities

PSS customers range from small city or regional utilities to some of the largest electric and gas utilities in the United States.

CTI Improves Utility's Call Center Agent Productivity

A utility hired PSS to design and deploy a replacement for their existing "one off" CTI solution.  They wanted a stable platform that could support their existing IVR, PBX, and back office systems today, yet be flexible enough to accommodate future contact center growth at their own pace.

CTI Overlay for a Regional Utility

You don't always have to start from scratch to deploy a CTI solution that meets your needs.  A utility in the southeast had two call center sites, each with two Nortel IVR systems and two Avaya PBX systems.  They used their Avaya Definity PBX systems for all of their call routing, but any time a call was transferred between sites the data associated with the call could not follow it.

FlexxBridge for a Municipal Utility

A municipal utility in the Midwest needed to keep its legacy IVR applications in step with broader SOA initiatives being implemented throughout its IT infrastructure.  Its legacy Nortel IVR platform was aging, but PSS was intimately familiar with the utility's environment having supported the IVR platform and PeriPro applications for years.