PacifiCorp upgrades contact centre with Graham Technology
Existing customer service platform boosted to prepare for multi-channel future.
Graham Technology, a provider of customer-oriented business software and services, today announced that it is working with U.S. energy provider, PacifiCorp, to upgrade the company's customer service platform.
PacifiCorp is one of the Western United States' leading utilities, serving more than 1.7 million customers in six western states. A long-term customer of Graham Technology, the energy firm has already upgraded its business process platform to the latest version, laying in place the foundations for a move towards a multi-channel customer service environment.
"We are excited to be undertaking the technology upgrade of our customer facing operations with Graham Technology, with whom we have successfully worked for the past seven years, said Nancy Kent, PacifiCorp managing director, applications and corporate security. "The added capabilities that have been provided to us by the new platform lay the foundation for PacifiCorp to further enhance our customer service by centralising interactions across multiple channels such as Web and IVR, in addition to telephony.
The work is taking place as PacifiCorp undertakes a revamp of its customer service operations, with new computer telephony, call routing, and IVR systems being deployed. The upgraded process platform from Graham Technology will be fully integrated with the new systems, while still maintaining the full complement of CRM capabilities it has always delivered, including customer interaction management, workflow management, meter reading, change of tenancy, connections and billing processes.
"PacifiCorp is a great example of customer success for Graham Technology, said Mike Hughes, managing director at Graham Technology. "Our technology has been firmly embedded at the heart of the company's customer operations for many years, and we have now brought that technology up to the next level in preparation for future objectives - truly growing with our customer.
The first phase of work has already been delivered with the upgrade to the existing process platform. This will be followed by additional integration phases when the new telephony and IVR systems are installed. Further integration of additional channels, including Web self-service, is planned for 2008.
Graham Technology will be demonstrating its flagship customer interaction platform, ciboodle, at next week's Gartner CRM Summit in Hollywood, Florida, September 17 - 19, 2007.
About Graham Technology
Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.
Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world.
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