Providing electricity is a complex process with many types of customers and services, and many possible conditions affecting the quality of those services. Integrating information from diverse business processes such as billing, operations, alerts, and emergency response in order to enable fast, efficient support and customer service – internally and externally – poses unique challenges in this critical industry:

• Facilities and data sources are spread across large geographical areas, with headquarters, departmental management, and service personnel in multiple locations
• Finance, operations, and fault reporting are independent systems, making data sharing difficult and inefficient
• Call center systems are not integrated with other systems, limiting access to information and causing communication delays
• Non-standard, non-uniform business practices and service levels limit efficiencies within the organization, keeping everyone from getting “on the same page”

Huawei provides specialized ICT infrastructure for power utilities, connecting headquarters, regional offices, and field service branches in a high-availability, tightly-integrated system for delivering great customer service.

The Huawei Customer Service/Call Center Solution creates an end-to-end environment in which server-based applications and data storage are available system-wide for easy access by call-center personnel and to VoIP and Computer Telephony Integration (CTI) applications. Solutions can include HD video conferencing capabilities between headquarters, branch, and service locations, CTI integration with internal and third-party systems, even mobile data centers for emergency response situations.

Multichannel communications boost customer service for Smart Grid electric power utilities

Internet and web-based applications let customers and Customer Service Reps (CSRs) communicate using email, SMS chat, and video technologies. Channels can be customized as required to support customer support processes, internal power utility communications, and situation-based scenarios such as emergency response processes.

Built-in disaster recovery ensure high-availability of electric utility customer service and support

The Huawei power utility call enter solution includes full disaster recovery, with data center backup, and redundant call centers:

• Ensure survivability under emergency conditions
• Enhance resiliency with active load balancing within the network
• Create multiple peer call-center locations

Fully integrated customer center simplifies maintenance and improves uptime performance for power utilities

With a Customer Service/Call Center Solution from Huawei, power companies benefit from a single source for design, construction, deployment, maintenance, and support – one ICT provider with the expertise and resources needed to ensure high-availability and responsive performance 24 x 7.

Disaster recover concerns? Check out Huawei’s Container Data Center Solution (PDF)

Deliver great customer service cost-effectively with multichannel communications technologies deployed on a safe, secure, and resilient Huawei Customer Service/Call Center Solution:

• Provide faster response to customer request with integrated IP-based services
• Reduce costs with web-based self-service applications
• Accelerate emergency response processes with web-based multimedia (data, voice, video) applications
• Increase customer satisfaction by reducing wait time (<15 seconds) and increasing call completion rates (>90%)
• Reduce work-flow error rates to less than.001%
• Be prepared for known and unknowable emergency situations with reliable, resilient, and redundant infrastructure

Let us help you upgrade ICT infrastructure for better customer service at less cost. Contact a Huawei Partner now, or Email Us for more information.