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.

In order to fully understand the system requirements, PSS conducted a Discovery Workshop that brought together all of the Utility's stakeholders with a PSS team of CTI experts. The Discovery process helps the participants uncover detailed business and technical requirements which are then prioritized against business objectives.

 Based on these requirements and priorities, PSS developed a CTI architecture and deployment strategy for the utility.  This system included:

• A Genesys Inbound voice solution provided intelligent IVR call handling based on real time statistical data.
• SAP integration to provide CTI screen pops to agents based on data collected during the inbound IVR segment of the call
• The ability to pass CTI data along with calls that are transferred
• A Genesys Outbound solution so they can initiate automated calling campaigns that inform customers of planned utility outages in their area
• High Availability components to ensure maximum uptime and simplify disaster recovery.

Once this system was deployed the Utility's contact center agents enjoyed higher productivity because it reduced the need to duplicate tasks.   It also improved overall contact center efficiency by boosting productivity across previously separate business functions.  As call volume increased, this improved productivity eliminated the need to hire additional agents to handle the work load.