Engaged in the business of regulated utility operations and sale of competitive energy products and services to residential and commercial customers, the company delivers electricity and natural gas to more than 1.8 million customers.
The energy company runs a Contact center powered by multiple Avaya IR’s and Nuance TTS Servers.

The challenges for the company Contact Center Staff were:

1. To administer and monitor the entire Self-service infrastructure and applications from a central location

2. To proactively identify problems with the existing infrastructure and enhance its performance.

3. To initiate business continuity measures, and ensure a more responsive customer service.

The energy company did not want to purchase proprietary hardware and wanted the solution to be open-standards based. It was also required that the products/applications have a history of successful deployments. RSI’s AdminCentral and InstaAlert met the criteria and were chosen for deployment.

Benefits to the energy company

With AdminCentral

• The energy company was able to perform administration and monitoring of the entire Self-service infrastructure and applications, on a daily basis.

• By doing so, the company was able to identify problems/failures and could mitigate the same – thus improving the fault management.

• Its advanced Business Rule Management feature offered the energy company - options of scheduling, filtering, prioritizing messages or executing user defined actions such as failover recovery when needed.

With InstaAlert

• Through its open-standard based data collection interface, the energy company monitored all its custom logs generated at runtime by the self-service applications.

RSI's tools help the system administrators manage the customer experience of self-service applications by improving fault management and system downtime, and integrating all aspects of change management