Industries
Utility | Cooperative
Utility: Cooperative | Investor Owned | Municipal
Cooperative Utilities are owned by their members and are generally electric utilities who may offer additional services such as broadband internet access, telephony services, propane gas, and energy efficient appliances. Member service is of paramount importance with most cooperatives preferring to provide service via a service agent. Most Cooperatives are members of NRECA (National Rural Electric Cooperatives Association), of which Centurion is a Silver Associate Member.
Centurion’s CARES Automated Call Distributor (ACD) provides numerous advanced communications services to member callers to ensure the level of service desired by the cooperative is made available to the caller. Caller recognition, routing of the caller to the agent best equipped to handle the call, automated display of the member’s billing record on the agent’s PC, call monitoring and recording, and expanded channels of member communications to include electronic mail, fax, voice messages left while in queue, and web chat are a representation of the advanced communications services supported by CARES ACD.
Centurion’s CARES Interactive Voice Response (IVR) provide members with the option of self-service during periods of high call volume, after business hours, and during weekends and holidays. Self-services include: Billing Inquiry, Bill Payment using credit cards or electronic check, Payment Extension Permission, Telephone Number Update, and Report a Service Outage with a request for call back when service has been restored. CARES IVR also provides for automated member notification of overdue bills, service disconnect, scheduled service interruption, and emergencies.
CARES ACD and IVR may be integrated onto a single server platform, Integrated Utility Communication Solution (IUCS). The platform supports touch tone and / or voice recognition responses by callers.
