industry solutions

utility | municipal

Utilities provided by Municipals may include Electricity, Water, Natural Gas, and Sewer services. A municipal utility may be an agency of city or county government, or it may be a publicly or privately owned business serving the utility needs of a single or multiple communities. Municipals are generally members of the American Public Power Association and / or the American Water Works Association. Centurion is an associate member of both organizations.

Centurion’s CARES Automated Call Distributor (ACD) provides numerous advanced communications services to customer callers to ensure the level of service desired by the municipal utility 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 customer 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 customers 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 customer notification of overdue bills, service disconnect, scheduled service interruption, and emergencies.

Centurion CARES ACD and IVR communications server may be used by other municipal government departments, if desired. The departments may include Courts, Building Permits, Tax Collection, Education, Voter Registration, Transportation, and a public bulletin board. CARES ACD and IVR may be integrated onto a single server platform, Integrated Municipal Communication Solution (IMCS). The platform supports touch tone and / or voice recognition responses by callers.