PRESS RELEASE: Water Corporation in Western Australia has gone live with the omnichannel customer engagement software suite, Customer Interaction Center™ (CIC) from Interactive Intelligence Group Inc.
Water Corporation is using CIC to automatically route and manage its inbound and outbound calls to speed service and help contact centre agents deliver a more personalised customer experience for the more than 800,000 calls they receive each year.
Water Corporation General Manager, Customer and Community, Catherine Ferrari, said the organisation wanted a single, all-in-one IP communications solution that would offer traditional telephony, as well as multichannel functionality.
“We previously had telephony provided by one vendor, and call recording and workforce management supplied by another,” Ferrari said.
CIC supports 160 staff at two contact centres in Perth. The software suite supports Water Corporation’s quality assurance program by recording agent/customer conversations, and taking screen scrapes that are used by team leaders to identify staff coaching needs.
Other features used include customer feedback management and automatic call distribution. In addition, workforce management simplifies the process of scheduling staff across contact centres. CIC also offers full redundancy between the two sites to ensure business continuity.
Moving forward, CIC will be used to provide new multichannel capabilities.
“CIC will help us seamlessly support chat, email and social media, and all running on the same platform, which will help us deliver more consistent, fast and efficient service for our customers,” Ferrari said.
“We’re proud to offer the kind of customer engagement solution that will help Water Corporation deliver on its omnichannel strategy,” said Brendan Maree, Interactive Intelligence senior vice president for Australia, New Zealand and Japan. “As a company built on innovation, we’re also confident that we can meet Water Corporation’s requirements long into the future.”
Water Corporation is the principal supplier of water, wastewater and drainage services in Western Australia to hundreds of thousands of homes, businesses and farms. It manages $34 billion in assets to deliver water services across the 2.6 million square kilometers of the State.