Western Power, a Western Australian State Government-owned electrical grid, adopted a multimedia contact center solution in Perth, Australia.
Forming the vast majority of the South West Interconnected Network (SWIN), Western Power builds, maintains and operates the electricity network in the south west corner of Western Australia.
Using Avaya's contact center technology, BT has helped Western Power further improve its customer service with multimedia contact center applications, delivered through an on-demand cloud-based platform.
Customers can now contact Western Power through a broader range of channels, including fax, phone, email, social media, webchat or smartphone-friendly web forms.
This unified communications approach helps to cater to the preferences of all demographics, and give the same priority and treatment regardless of the chosen access point.
Handling avalanche scenarios
The platform also allows Western Power to effectively handle very high call volumes from its customers by managing "avalanche scenarios" in case of sudden surges of requests, for example at times of natural disasters.
Ben Oxford, Western Power's section head of customer service said, "A comprehensive and multichannel contact centre that can provide customers with an integrated experience is essential to our growing population. BT's proven track record of managed services, strong reputation as a sustainable company, and the deployment of Avaya's innovative solutions makes this an ideal partnership."
"We are aiming very high with this project and have full confidence in the BT-Avaya partnership to optimize technology to reduce operating costs and help us deliver the best service to our customers," Oxford added.