October 03, 2012
Tombigbee Electric Cooperative Uses Milsoft IVR Communications for Enhanced Customer Service
By Rory Lidstone
TMCnet Contributing Writer
Tombigbee Electric Cooperative (TEC), a utilities provider based out of Guin, Alabama, has chosen Milsoft IVR Communications to help improve the utility's customer service and general operations. This marks an expansion of the partnership between Milsoft and TEC as the utility already uses Milsoft's Engineering Analysis and Outage Management tools.
“We are most pleased that Tombigbee Electric Cooperative decided to add our IVR Communication to the Milsoft Engineering Analysis and Outage Management that they were already using,” said Robbie Carlson, Milsoft regional account manager. “We look forward to helping them meet more of their operational goals.”
Already used by about 250 electric utilities for customer communications and services purposes, as well as employee communications and scheduling, Milsoft IVR Communications offers two-way IVR, or interactive voice response, and e-mail messaging, along with integration with text messaging providers.
Milsoft partnered up with TextPower last year to offer text messaging services to its customers, allowing utilities to receive and send text messages about outages, load shedding alerts, delinquencies, appointment scheduling, pending payments and other services.
This allows utilities to stay in communication with their customers and employees using both voice and text 24 hours a day, seven days a week, all year long. Furthermore, Milsoft IVR Communications allows TEC to deliver the same consistent, accurate, clear information with each call, while making sure no customer calls only to receive a busy signal.
“The Milsoft IVR Communications system will enable us to improve communications with, and service to, our customers both during service outages and for regular day-to-day business,” said Tombigbee Electric Cooperative general manager Steve Foshee. “We will be able to communicate with more customers more of the time.”
Milsoft Utility Solutions provides other solutions aside from IVR Communications. For example, the company's DisSPatch Outage Management System allows utilities to better manage an electric utility grid during minor and major service outages.
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Edited by Brooke Neuman