INDIANAPOLIS, IN and SPRING VALLEY, CA, Feb. 22, 2012 -- Otay Water District has reported improved customer service and increased operational efficiencies as a result of deploying contact center automation and unified communications functionality across the organization.
The water utility deployed Interactive Intelligence Group Inc.'s (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC).
"CIC's automated and self-service applications, such as ACD, IVR and in-queue callback, have enabled us to maintain a 98 percent answer rate, while actually reducing staff levels," said Otay Water District's customer service manager, Andrea Carey.
Otay Water District is also using CIC's outbound dialing, recording, and customer feedback survey applications.
"The Interactive Intelligence applications have enabled us to do things like send automated notifications to customers about late payments, high water usage, and changes to their accounts," Carey said. "We can also now monitor and record agent calls, then use automated feedback surveys to better target areas for improving service."
Otay Water District has also integrated CIC with its billing system to deliver information to agents via screen pops simultaneous with an incoming call. CIC gives the company's business users unified communications functionality for voice mail, presence management, unified messaging and desktop faxing.
Otay Water District has also developed a disaster recovery plan, which will use CIC to support remote staff in the event of an emergency.
The Otay Water District, founded in 1956, distributes water to more than 206,000 ratepayers within approximately 125 square miles of southeastern San Diego County, including the communities of Jamual, La Presa, Rancho San Diego, Spring Valley, eastern Chula Vista, Otay Mesa and unincorporated communities adjacent to southern El Cajon and LeMesa.
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