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Sam Houston Electric Implements OMS with IVR to Meet Customer Needs in Power Outages
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Sam Houston Electric Implements OMS with IVR to Meet Customer Needs in Power Outages

October 22, 2012

  By Amanda Ciccatelli, TMCnet Web Editor

The right Interactive Voice Response (IVR) system can make or break your company’s customer relationship strategy. Many companies need customizable IVR systems that will perform with reliability, and with 24/7 support.

Sam Houston Electric Cooperative, one of the largest electric cooperatives in Texas, has recently added Milsoft's automated outage management solution (OMS) as part of an integrated engineering and operations platform in order for its customers to benefit from the reliable Milsoft Utility Solutions' Engineering and Operations System used to plan, analyze, operate and manage the electric distribution system.

The Milsoft E&O system provides seamless integration of the data and applications needed to plan, operate and maintain the utility's electric distribution grid. This new system will help it continue to meet customer needs, especially during storms and events that may disrupt power system operations.

"Sam Houston is going to see tremendous benefits from using Milsoft's Core E&O system which combines engineering and operations solutions that are fully integrated with co-op's electric distribution circuit model database," said Bart Brockway, Milsoft director of sales, in a statement.

As part of the Milsoft E&O System, Sam Houston Electric will receive an outage management system (OMS), a geographic information system (GIS) and a communications system including IVR, email and texting. 

"The seamless integration of data was very important to us when choosing a new system. Because of that, Milsoft's Core E&O system was far and away the best solution to meet our needs. Continuity of service during severe storms and outages was a primary consideration when choosing a system. The Milsoft E&O System will help us provide power as reliably as possible with minimal disruption in service," said Sam Houston CTO Keith Staples (News - Alert).

Milsoft's E&O System incorporates the utility's electric distribution circuit model and allows each application to share data with other applications including third party applications like SCADA, AMR/AMI, ERP/CIS, AVL, etc. The Milsoft E&O System includes Geographic Information System (GIS), Engineering Analysis (EA), OMS and Field Engineering (FE) and IVR Communications.

Additionally, the system provides project management tools that will allow Sam Houston employees to manage the data needed to do their jobs. Employees will be able to customize their own versions of data as needed for their specific job responsibilities. At the same time, the utility’s entire engineering and operations team will have access to utility-wide data to make it easy for teams to work together to maintain and improve utility operations.

Edited by Allison Boccamazzo
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