Regional NSW energy services provider, Essential Energy, has selected CPS Technology Group (CPSTG) as a strategic partner to deliver a new Interactive Intelligence IP telephony platform, contact centre and managed services solution.
Essential Energy will deploy Interactive Intelligence’s SIP-based Customer Interaction Centre (CIC), an all-in-one telephony solution.
The new telephony platform will enhance voice services for Essential Energy’s employees based in various sites across NSW by replacing the organisation’s decentralised and non-standardised telephony environment.
The solution is built on open standards and features call centre agent applications. They include automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management and multi-channel call recording.
Essential Energy will locate one CIC server at its primary datacentre, with a switchover redundancy server housed in a second datacentre. A Wide Area Network (WAN) will feature multiple distributed 100MB fibre links delivered by three different carriers to all main company sites.
In particular, the solution will boost the network services provider’s customer service response due to its ability to load balance incoming calls between its contact centres, while at the same time reducing call and operational costs.
As part of the roll-out, extension mobility will be deployed to allow most corporate users to log into any phone to make and receive calls and to access their own voicemail, independently of the physical handset they are using.
The system will be rolled out in a structured and staged deployment and will include more than 4500 extensions spread over 168 sites.