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Outage Management Systems - Milsoft Utility Solutions

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					                     IVR
    FOR PUBLIC POWER SYSTEMS

APPA BUSINESS & FINANCE CONFERENCE
            September 22, 2010



                  Steven E. Collier
       Vice President, Business Development
               Milsoft Utility Solutions
WHAT IS IVR?




     IVR = Interactive Voice Response




                                        2
 WHAT IS IVR?

IVR is a system of computer software and hardware that:
  Connects to one or more public telecom networks,
  Accepts external user input via the network(s),
  Analyzes that input,
  Interacts with one or more internal users and/or applications,
  and
  Communicates results to the user.




                                                                   3
 WHAT IS IVR?

  IVR is typically used by electric utilities for automated
    communications and commerce with customers
                          as well as
communications with employees, business partners, and
                   / or the general public.




                                                          4
5
HOW DOES IT WORK?

IVR must be integrated with other systems:
      External Telecom Network(s)
          May require special interface hardware / software

      Internal Telecom Network(s)
          May require special interface hardware / software

      Utility Applications
          ERP, CIS, EA, OMS, GIS, e-Commerce




                                                               6
HOW DOES IT WORK?

IVR software has three interdependent functions:
     Accept information from user
         recording, keypad pick list, voice recognitions, text entry
     Logic and interfaces to complete desired applications
         report a problem, request a service, complete a transaction
     Respond to user
         pre-recorded voice, voice emulation, text message, email




                                                                        7
WHAT DOES IT DO?

   Accept information from user
       Voice recording (i.e., voice mail)
       Voice recognition
       Keypad pick list entry
       Text entry




                                             8
WHAT DOES IT DO?

   Complete Applications
       Identify customer
           Automatically by caller ID, IP address

           Identifying information entered by user




                                                      9
WHAT DOES IT DO?

   Complete Applications
       Allow user to complete a transaction
          Pay bill

          Order product or service

          Schedule service call

          Accept an assignment




                                               10
WHAT DOES IT DO?

   Complete Applications
       Provide information to customer
          Pre-recorded / pre-programmed messages

          Communicate requested information

          Confirm transaction




                                                    11
WHAT DOES IT DO?

   Respond to User
       Broadcast messages for all users
       Customized messages for selected users
       Customized messages for selected functions




                                                     12
HOW IS IT USED?

IVR can be used in a variety of ways:
      Call routing:
         Answer / transfer / hold.




                                        13
HOW IS IT USED?

IVR can be used in a variety of ways:
      Automated communications / commerce with customers:
         Accept information,

         Provide information,

         Perform applications.




                                                         14
HOW IS IT USED?

IVR can be used in a variety of ways:
      Handle incoming calls
         All calls

         Overflow

         After hours calls

         Special types of calls




                                        15
HOW IS IT USED?

IVR can be used in a variety of ways:
      Originate outgoing calls




                                        16
WHAT ARE THE REQUIREMENTS?

     Dedicated Windows server.
     Possibly special hardware / software to interface with
      telecom networks.
     Enough telephone lines or Internet bandwidth to handle
      desired level of traffic (e.g., peak, average, etc.)
     Specification of call handling / functional logic.
     Specification of voice messages (“scripts”)
     Interfaces with other applications
     Employee training



                                                               17
HOW DOES IT WORK?

   IVR can also be a remote, hosted service.
       No hardware / software required at the utility
   Hosted IVR can be configured to handle:
       A single utility
       Multiple utility operations (e.g., electric, water, gas, etc.)
       Multiple individual utilities (e.g., for a G&T, JOA, etc.)




                                                                         18
WHAT ARE THE BENEFITS?

   Better customer service




                              19
WHAT ARE THE BENEFITS?

   Better customer service
       User never gets a busy signal.
       User can do business with the utility 24/7/365.
       User can be recognized instantly and presented with
        relevant information.
       Uniform experience for all users.
       Communicate more information more quickly with more
        users.




                                                              20
WHAT ARE THE BENEFITS?

   More efficient and effective utility operations:
       Calls can be handled without a live agent.
          Reduce labor costs

          Reduce potential for errors

       Improve communications during emergencies, especially
        multiple or system wide ones.
          Capture more data more quickly.

          Process and analyze data more quickly and
           accurately.
          Reduce employee distraction and confusion.



                                                                21
WHAT ARE THE BARRIERS?

   “We’re doing okay without it.”




                                     22
WHAT ARE THE BARRIERS?


   “Our customers won’t like it.”
   Cost of Software, Deployment, Maintenance
   Inadequate Staff & Resources for Deployment
   Can’t integrate with other enterprise applications.
   Conflicting stakeholders / gate keepers




                                                          23
MILSOFT IVR




   Milsoft offers an industry leading IVR.




                                             24
WHY MILSOFT IVR?

   Hometown Connections Partner
   Comprehensive functionality
   Proven in the field for two decades
   230 electric cooperative and public power customers
   Proven success integrating with MANY telecom networks
   Proven integration with MANY CIS, OMS, Payroll, Pre-pay
    Meter and other applications
   Fully Multi-Speak compliant – industry standard, real-time,
    web services data bus interface
   Fully PCI compliant


                                                                  25
WHY MILSOFT IVR?

   Public power expertise, experience, emphasis
   Unrivaled 24/7/365 live customer SUPPORT
   Zero customer churn
   Milsoft has been in business for 21 years, is still growing
    and is continuing to expand and improve its IVR.




                                                                  26
     PUBLIC POWER SYSTEMS
REFERENCE MILSOFT OMS CUSTOMERS

   Clinton Utilities Board, TN
   Keys Energy, FL
   Ocala Utility Services, FL
   Thomasville Utilities, GA
   Athens Utilities, AL
   Bowling Green, KY
   College Station Utilities, TX
   Denton Municipal Utilities, TX



                                     27
                PUBLIC POWER SYSTEM
               MILSOFT OMS CUSTOMERS


   Smallest Milsoft OMS Users            Meters
       Bristol Utilities Board (VA)      17,000
       Dickson Electric System (TN)      23,000
   Largest Milsoft OMS Users
       Ocala Electric Utility (FL)       56,000
       Denton Municipal Utilities (TX)   44,956




                                                   28
         PUBLIC POWER SYSTEMS
    REFERENCE MILSOFT IVR CUSTOMERS

   Anchorage Municipal Light & Power, AK
   Ft. Pierce Utilities Authority, FL
   City of Kandiyohi, MN
   Keys Energy Services, FL
   Kissimmee Utility Authority, FL
   Ocala Electric Utility, FL
   Omaha Public Power District, NE
   Provo City Power, UT
   Sylacauga Utilities Board, AL


                                            29
                PUBLIC POWER SYSTEM
                MILSOFT IVR CUSTOMERS

                                                Meters
   Smallest Milsoft IVR Customer
       City of Kandiyohi, MN                       261
       Sylacauga Utilities Board, AL             7,076
   Largest Milsoft IVR Customer
       Omaha Public Power District, NE         304,982
       Kansas City Board of Public Utilities    65,225




                                                          30
MORE INFORMATION:


   Steve Collier, VP Business Development
       steve.collier@milsoft.com
       www.smartgridman.com
       Twitter: @smartgridman

   Brian Carr, Director of Sales
       brian.carr@milsoft.com

                           www.milsoft.com



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