Go Beyond Field Activities: Comprehensive application expedites operations.
Customer Engagement System (CES) Enhancement
Tekgeminus partnered with an electric utility company to enhance their Customer Engagement System (CES), resulting in a comprehensive application that streamlines operations and empowers customer service agents. This comprehensive application expedites operations (Supporting 150 CSRs). This translates to increased productivity and efficiency for your customer service representatives.
Empowering Agents, Enhancing Efficiency
The upgraded CES delivers a range of features that improve both customer experience and agent productivity:
360° Customer View: Agents have access to a comprehensive customer profile, including billing and payment history, contact information, and communication preferences.
Streamlined Account Management: Manage customer accounts and web profiles efficiently.
End-to-End Service Management: A consolidated platform for handling customer connection, disconnection, reconnection, and transfer requests.
Improved Communication & Collaboration:
- Cisco Telephony Integration: Seamlessly redirect calls, log contact history, and track navigation within the CRM.
- Outbound Correspondence: Create and manage correspondence templates, personalize communication based on customer preferences, and deliver communications through various channels (mail, email, SMS, push notifications).
Workforce Management:
- Work Queue Management: Prioritize and automatically assign work orders to agents based on skillset, generate reports, and manage work queues.
- Agent Skillset Management: Categorize agents according to skillsets for efficient task allocation.
Knowledge Center: A comprehensive knowledge base empowers agents with readily available information to:
- Reduce Call Duration: Quickly access relevant knowledge articles for faster issue resolution.
- Improve Customer Interactions: Utilize scripted talking points for effective customer communication.
Automated Processes: Batch processes handle daily tasks including:
- Bill generation
- Scheduled correspondence dispatch
- Meter reading data intake
- Work order allocation
Technology for Enhanced Operations
Tekgeminus leveraged a robust technology stack to deliver a feature-rich and efficient CES:
Core Platform: Verint Customer Engagement System (CES)
Customization & Integration: Java development for customizing CES processes and integrating with third-party applications.
API Integration: RESTful APIs for seamless data exchange.
Telephony Integration: Cisco telephony integration for enhanced call management.
Document Management: IBM-P8 for document storage and correspondence management.
Bill Generation & Storage: On-Demand platform for automated bill generation and storage.
Deployment & Management:
- Jenkins for managing the application deployment lifecycle.
- SVN for version control.
Quality Assurance:
- HP-ALM (now Micro Focus ALM) for defect management.
Testing & Performance: Tools like Postman, SOAP UI, and JMeter ensure comprehensive application testing and performance optimization.
Collaboration for Success
By collaborating with the electric utility company, Tekgeminus transformed their CES into a comprehensive solution that empowers agents, streamlines operations, and ultimately enhances customer satisfaction. This feature-rich platform equips agents with the tools and information they need to deliver exceptional customer service.
