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NEC helps Wiregrass Electric Cooperative deliver superior customer service ...

8th July 2011 - NEC Corporation of America (NEC) announced its communications technology has enabled Wiregrass Electric Cooperative (WEC) to streamline operations and improve customer service within its contact center. Based in Hartford, AL, WEC integrated the NEC UNIVERGE® SV8300 Communications Server with Service Interruption Management System (SIMS), an Interactive Voice Response (IVR) system from Centurion.

WEC also deployed the UNIVERGE UC for Business (UCB) Contact Center, giving customer service agents the tools needed to improve call-handle time and first-call resolution rate. The new, fully integrated solution helps WEC provide better customer service by optimizing its existing resources without additional headcount.

Prior to the new solution, WEC wanted to use Centurion’s turnkey industry leading IVR to provide customers 24x7 access to billing information, payment by credit card, and to report outages through an automated telephony communications channel. The company chose the UNIVERGE SV8300 with UCB voice solution because it supports session initiation protocol (SIP) VoIP, which simplifies integration with the Centurion system.

“It was the people that made this solution work,” said Les Moreland, Chief Financial Officer, Wiregrass Electric Cooperative. “NEC and Centurion provided the right technology to meet our business needs. Knology was instrumental in bringing it all together—we had a good team.”

The UNIVERGE SV8300 with UCB also provides WEC a common voice platform across its four service center locations. Previously, each center used a different voice solution. Callers needing help from another center were required to hang up and dial another number. By choosing the UNIVERGE SV8300 with UCB, WEC streamlined its contact center operations. Callers can also be seamlessly transferred across each center, quickening access to the appropriate service.

“The UNIVERGE SV8300’s ability to support SIP expands a company’s ability to easily integrate a number of systems in order to create customized solutions to help better meet customer demand and remain competitive in the market,” said Larry Levenberg, Vice President of Channel Sales and Marketing, Communications Technologies, NEC Corporation of America. “SIP also offers small- and medium-sized businesses the added advantage of simplified management and cost savings from a telecom perspective.

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