Municipal company in England dials POP

SCOTTSDALE, US: EGPI Firecreek, Inc. announced that a municipal utility company located in New England chose Terra Telecom Inc. to implement a screen POP solution in order to help call center agents better service inbound customer calls.

Because of this new system, agents can now see the caller’s account information by associating the customer’s phone number with the utility customer’s records. This amounts to less waiting for customers and less time on each call for the call center agents.

With over 150 employees and over 100,000 customers, the municipal utility company provides electricity, water, wastewater and fiber-optic telecommunications services to the New England area. Because of recent growth, the utility company has continued to search for ways to better serve its customers.

With this goal in mind, they began to implement an application designed to streamline all of its main business processes. As part of this strategy, they decided to leverage the flexibility of their IP/PBX voice platform. A screen POP solution looks at the customer’s phone number when they dial in, retrieves the customer’s account information, and presents that information to a customer service representative’s computer screen before the call is answered. This solution provides tremendous efficiency for the call center agents and offers the customers faster response times.

Because of the ongoing relationship Terra has had with this utility company, they were a natural choice to implement the screen POP solution. Terra originally took over maintaining the utility’s voice network in 2006. Since that time, the voice network has been upgraded and continues to grow by serving customers from State and Local government as well as commercial businesses. Terra’s knowledge of the network, a productive working relationship with the municipal utility’s staff, and depth of experience implementing complementary technologies has allowed the project to be completed on time and within budget.