Spard - Trouble Call System (TCS)

SPARD CONTACT CENTER

We supply the complete contact center infrastructure for the company, including booths / tables / chairs, workstations, server communications, wiring and computer and communications network connections.

We implement links with external communication lines (T1, E1) and internal information systems such as OMS and the Commercial Information System CIS.

CALL MANAGEMENT

Thanks to links to the SPARD® geo-database, CIS (Commercial Information System) and to SPARD® OMS (Outage Management System), the phone operator has the following information available:

• Commercial data about the customer who calls (e.g. if he is up to date with service payment)
• Customer geographical location through map visualization.
• Customer-Network link: to which transformer and feeder she/he belongs.

The phone operator will call important customers to inform about any recent events that may affect them. Calls are automatically grouped in predictive events in SPARD® OMS.

IVR (INTERACTIVE VOICE RESPONSE)

SPARD® IVR rationalizes the time of the telecom operators, as it handles the queue in case of call avalanches, automatically identifies the customer who calls and allows to schedule predefined answers using text to speech technology. Immediate answers can also be automated, for example: about events (service interruptions) in course at the customers location and their probable remaining duration.