FOR IMMEDIATE RELEASE - (July 6, 2011)
NEC Helps Wiregrass Electric Cooperative Deliver Superior Customer Service with Fewer Resources
NEC UNIVERGE® SV8300 enables WEC to centralize telephone systems and interactive voice response system through SIP integration
Irving, Texas – July 6, 2011 – NEC Corporation of America (NEC) today announced its communications technology has enabled Wiregrass Electric Cooperative (WEC) to streamline operations and improve customer service within its contact center. Based in Hartford, AL, WEC integrated the NEC UNIVERGE® SV8300 Communications Server with Service Interruption Management System (SIMS), an Interactive Voice Response (IVR) system from Centurion.
WEC also deployed the UNIVERGE UC for Business (UCB) Contact Center, giving customer service agents the tools needed to improve call-handle time and first-call resolution rate. The new, fully integrated solution helps WEC provide better customer service by optimizing its existing resources without additional headcount.
Prior to the new solution, WEC wanted to use Centurion’s turnkey industry leading IVR to provide customers 24x7 access to billing information, payment by credit card, and to report outages through an automated telephony communications channel. The company chose the UNIVERGE SV8300 with UCB voice solution because it supports session initiation protocol (SIP) VoIP, which simplifies integration with the Centurion system.
“It was the people that made this solution work,” said Les Moreland, Chief Financial Officer, Wiregrass Electric Cooperative. “NEC and Centurion provided the right technology to meet our business needs. Knology was instrumental in bringing it all together—we had a good team.”
The UNIVERGE SV8300 with UCB also provides WEC a common voice platform across its four service center locations. Previously, each center used a different voice solution. Callers needing help from another center were required to hang up and dial another number. By choosing the UNIVERGE SV8300 with UCB, WEC streamlined its contact center operations. Callers can also be seamlessly transferred across each center, quickening access to the appropriate service.
“The UNIVERGE SV8300’s ability to support SIP expands a company’s ability to easily integrate a number of systems in order to create customized solutions to help better meet customer demand and remain competitive in the market,” said Larry Levenberg, Vice President of Channel Sales and Marketing, Communications Technologies, NEC Corporation of America. “SIP also offers small- and medium-sized businesses the added advantage of simplified management and cost savings from a telecom perspective.”
Knology of Dothan, AL, an NEC authorized dealer, worked closely with NEC and Centurion to integrate the UNIVERGE SV8300 and SIMS IVR systems.
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About NEC Corporation of America
Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network and communications products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry’s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with operations in 30 countries and more than $37.5 billion in revenues. For more information, please visit www.necam.com.
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About Wiregrass Electric Cooperative
Wiregrass Electric Cooperative is an electric distribution system located in Southeast Alabama with more than 3,500 miles of power lines providing reliable and affordable electricity and energy solutions to approximately 23,000 homes and businesses in Houston, Geneva, Covington, Dale and Coffee counties. For additional information, please visit www.wiregrass.coop.
Founded in 1981, Centurion, Inc. is a systems integrator with a suite of products that include: Industry Specific off the Shelf Interactive Voice Response (IVR) custom-designed Interactive Voice Response (IVR), Contact Center Software CRM, Screen Pop and Dialers. Centurions extensive client base and vast industry knowledge is due to our 30 years of effort in our given markets: Government, Healthcare, Financial, Energy, as well as Fortune 1000 and SMB Centurion solutions are developed to automate an organization’s communication process with its customers. By automating customer communications in place of manual processes Centurion helps our clients increase efficiency, reduce costs improve interaction and increase profit. For more information please visit our website. We are at your service. Visit www.centonline.com or www.centurioncares.com additional information.
Knology, Inc., is a leading provider of interactive communications and entertainment services. Headquartered in West Point, GA, Knology serves residential and business customers with one of the most technologically advanced broadband networks in the country. Innovative offerings include over 200 channels of digital cable TV, local and long distance digital telephone service with the latest enhanced voice messaging features, and high-speed Internet access that enables consumers to quickly download video, audio and graphic files using a cable modem. For more information, please visit www.knology.com or Patrick.email@example.com.