Case Studies

  • Aug 14, 2003 | Witness Systems
    Southern California Edison implemented eQuality to record customer interactions and evaluate the performance of its representatives as part of its quality assurance program. Since deploying the software, SCE has continuously achieved its objectives in customer satisfaction and quality.
  • Aug 14, 2003 | Witness Systems
    Niagara Mohawk, a National Grid company based in Syracuse, provides electric service to approximately 1.5 million customers and natural gas to approximately 540,000 customers in upstate New York. Its parent company also has electricity distribution operations in New England. National Grid is an...
  • Aug 14, 2003 | Witness Systems
    Although the company's history spans 150 years, AGLC's customer care center is a relatively new operation that has evolved into a multi-media contact center.

    Since implementing a new quality management initiative that includes our eQuality software, AGLC has enhanced its training program...

  • Aug 14, 2003 | Wipro Technologies
    In October of 2000, Wipro was contracted to build the Transmission Billing and Settlements component of an Independent Transmission System Operator (ISO) Integrated Control Center System (ICCS). The ISO is responsible for "directing traffic" on the wholesale bulk electric power lines and ensure...
  • Aug 14, 2003 | Wipro Technologies
    The client was set up in October 2001 in UK to sell elctricity and gas to the largest customers in the UK. The company was literally a green-field site with no offices, no customers and no systems, but strong backing and an experienced and determined management team. The client needed a...
  • Aug 14, 2003 | System Innovators
    Cincinnati Water Works is responsible for utility billing for Storm Water Management, the Metropolitan Sewer Department, and Water Works. Located in Cincinnati, Ohio, Cincinnati Water Works serves approximately 300,000 customers in Hamilton County and sections of Butler and Warren Counties.
  • Aug 14, 2003 | System Innovators
    As the utility industry in Arizona prepares for deregulation beginning January 1, 1999, Arizona Public Service (APS), Arizona’s largest electric utility, is focusing on customer service as one factor that will enable the company to effectively compete.

    APS has expanded its customer service...

  • Aug 14, 2003 | Syntellect
    Even with advances in technology, communication with your customers must be a two-way street. Customers need to be able to express their wants and needs, and your company needs to be able to effectively respond to them.
  • Aug 14, 2003 | Syntellect
    An upscale IVR with voice recognition features is expected to attract customers to Rappahannock Electric Cooperative (REC) automated response system and eliminate backups in the call center during major outages. Callers will not only get through quickly during major outages, they will be able to...
  • Aug 14, 2003 | Stark North America, Inc.
    Founded in 1843, Tacoma Power is the public owned utility serving the City of Tacoma, Washington. It also serves parts of Pierce County in addition to Tacoma’s downtown financial centre and the large industrial facilities on the Tacoma Tideflats. The Tideflats are home to the Port of Tacoma,...