AWWA IMTECH64712

This slide presentation outlines how technology can change a citizen's perception of a utility. The City of Phoenix, Arizona, had several challenges to its call center: Legacy Billing System; Increasing Call Volumes; Staffing Constraints; Customer Expectations; and, Momentum. The solutions included: IVR; recorded calls; CRM; CTI; "Diary"; ACD call management; CSR Alerts; On Hold Messages; On-line payments/IVR payments; Voice Recognition, On the cutting edge; and, Improved Web Services.