Responsible for generating and delivering electric power to 2.7 million customers in Southeast Texas and most of Mississippi, Arkansas and Louisiana, including New Orleans. The challenge was to enable six geographically-separate call centers to operate as an integrated multimedia contact center and strengthen management's ability to adjust operations as demands change. They also wanted to provide more-detailed contact center performance reporting and prepare to supplement voice with e-mail, Web and chat channels for customer contact, while integrating IP telephony with legacy systems. This was solved by implementing Avaya IP Telephony and Contact Center Solutions which enables the managers to operate six centers as one and route calls automatically to the agent who is least busy or has best-fit skills.
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