"The automated voice response solution is an indispensable ingredient for our service center’s performance. Not only do we utilize this strong solution for our own customers but we also make it available for tenants such as municipal utilities and other service providers."
The voice portal is used to resolve the issue of insufficient accessibility at peak times once and for all and unburdens the control room staff effectively, enabling them to support their co-workers in resolving service interruptions instead of answering to the identical fault reports by clients over and over again.
Depending on the affected region and the fault's nature, the CreaLog solution can handle up to 80 percent of the calls fully on its own. This real life example shows the voice enabled computer handling some 68 percent of all calls on a typical winter power failure day, and even 82 percent during the one-hour morning time interval.
Being a multi-tenant system, the CreaLog solution not only serves customers of Netze BW but also supports other regional utilities' customer services. New tenants, supply types, and call forwarding destinations can easily be integrated into the system.