On-site Interactive Voice Response
Benefits for Management
You’re responsible for personnel, customers, and operational costs. Milsoft Communications is designed to maximize engagement by delivering precise and versatile communications tools. Moreover, communications, regardless of the method, needs to be unlimited and free-flowing. Customers can choose traditional phone calls, texting, websites, and social media to send or receive information. Milsoft can fit your organization with all the tools needed to quickly and easily communicate with customers. Communications include simple things like notifications, bill payment options, scheduling, or automated inquiries. Conversely, our system can perform functions like polling and surveys. We can also take all our services and make them available in the cloud as Software as a Service. Maintaining a whole new system is one less thing your IT needs to manage or maintain. Customers can report outages that are then automatically relayed to your outage management system. Our IVR overflow system will automatically answer the onslaught of calls while your team is free to focus on the power restoration effort.
Benefits for Operations
The faster your team identifies a problem, the faster it can be solved. Milsoft Communications gives customers the ability to report outages through a variety of means. Once communicated, the outage call updates your outage management system in real-time. More >> However, Milsoft Communications does much more than just process outages and their associated requests for help. Milsoft Communications can be used to send out notices, polling, or surveys. The Milsoft Communications system creates an automated communications tool for not only sending information but getting feedback on issues important to your utility.
You can also provide services like bill payment, which is PCI compliant. With our “Hammer Test,” you can also run outage simulations and train your teams to respond better, faster, and more reliably.
Benefits for Customer Service
CSR’s do a great job of answering phones, but they can do so much more than that. With our system, they can add essential assistance to the power restoration process. With the Milsoft system automatically managing incoming calls, CSR’s can update the IVR system with up-to-the-minute status messages that ensure that customers are getting updated. More >> So CSR’s are more productive while benefiting from the peace of mind that nobody that requires a human is getting a busy signal. CSR’s can use the IVR system to help automate processes like bill payment notices or disconnect warnings. With Milsoft’s PCI compliant bill payment, CSR’s can also be relieved of having to take payments on a one to one basis. The customer would be able to pay on their own and within a secured environment.
Automated Customer Services
There is no better-automated method to expand customer services and improve customer relations than to increase the communication options between you and your customers. There are also powerful options you can add to your system that empowers customers with services such as bill payment and account inquiries. Utility employees also benefit from greatly reducing tasks handled by the IVR.
Milsoft IVR plus Outage Management System
Turn those incoming outage calls into actionable and visual operational information. Let your team use their desktop or mobile devices to receive up to the minute locations of outages automatically and in real-time. Assemble crews in minutes. Track progress of calls. A history of each employee’s response to a call-out is retained and stamped with date and time information.
Give your customers the ability to pay by electronically using Milsoft PCI compliant bill pay. The ability to take various methods of payments allows a consumer to pay with varying methods each time they pay and is all handled under one transaction.
Milsoft Overflow Call Handling
Never let a customer experience a busy signal again. Instead, let our Overflow Call Handling greet them with in any way you’d like. Program messages for known outages that will inform customers as the calls come in. Increasing the bandwidth of calls you can accept and process has never been more straightforward.
Designed to Meet Your Needs
We’ve already established why Milsoft IVR is a great option for your utility. Now let’s sweeten the pot. Milsoft offers everything you can get from our on-site IVR system as a cloud-based service. Hosted IVR means minimal disruption of internal IT resources and continuous support and upgrades as part of the hosted services agreement.
Learn more about business partners that add value to the Milsoft Communications, Interactive Voice Response (IVR) system. The following vendors have ongoing business agreements with Milsoft in addition to validated integrations with our IVR system. We’ve also included a link to MultiSpeak which lists all certified integrations to Milsoft.
|Milsoft All Products Brochure||1 MB|
|Communications IVR||3 MB|
|Hosted IVR||5 MB|
|PCI Validated Payment Document||145 KB|
|Milsoft IVR SIP Integration||2 MB|