June 27, 2012
Ken Brackett on the Role of IVR Systems in Outage Scenarios
By Brittany Walters-Bearden, TMCnet Contributor
In his blog post just yesterday, “The Critical Role Interactive Voice Response Service Plays in Any Outage Management System," Ken Brackett examines and sheds light on why exactly corporations rely on geographic information systems (GIS). He describes the efficacy of the revamped systems, saying, “A high-quality, innovatively-designed geographic information system can help utility providers keep a firm finger on the pulse of their grids in ways never before imagined.”
Brackett explains that with just a few buttons, geographic information systems can help identify hotspots and troubled areas, even those that typically “fly under the radar when it comes to issues.” He goes on, however, to mention that there are a few pitfalls to the system that can be easily rectified through the proper use of an Interactive Voice Response Service (IVR).
Anyone who is concerned about their outage management system should explore the benefits of implementing a well-designed IVR. Among other benefits, a hosted IVR can help avoid busy signals and maintain consistent service by managing a high volume of calls, gather and share data from both crews and customers, and expedite the entire power outage procedure.
Businesses that are considering implementing an IVR system in their office are furthermore suggested to learn about the IVR best practices. Some recommendations for best practices include: real-time interface between the IVR and the CIS/OMS, changing automatic messages to reflect an outage or other significant event, and using a simple main menu that has three or less selections.
By following a few simple guidelines, businesses can ensure that their system helps them servethe needs of their customers, rather than aggravate them – which will make a dramatic impact in the end.
Despite the many power outage benefits of an IVR system described by Brackett, the primary purpose is still the time that it saves a company’s employees, helping the company to save hours of labor by addressing calls that do not necessarily need the attention of a human. IVR systems can address a wide variety of problems for companies both large and small, making them an invaluable tool across the board.
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Edited by Allison Boccamazzo
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