Contact Center Solutions - Utility facilities can extend the full functionality of Teltronics' Contact Center Management product to agents anywhere providing a seamless experience for customers - resulting in lower operating costs and increased customer retention. With the OMNIWorks Interactive Voice Response (IVR), utility facilities can automate responses to common caller inquiries with touch-tone or speech recognition. Customers can interact directly with your computer system to manage their accounts, handle routine inquiries, and report problems without agent assistance. OMNIWorks IVR can collect valuable information for call routing decisions and screen pops. Agent effectiveness improves by off-loading repetitious tasks, reducing errors, and communicating the correct data to handle calls efficiently or decrease attrition by redirecting agents to revenue producing tasks.

Network Management Solutions - The Intelligent Service Level Management products - IRISnGEN and SEBea - provide complete alarms management of legacy, data systems and environmental sensors to ensure optimum availability of critical systems. The utility industry monitors a wide variety of specialized devices as well as legacy and data networking equipment. Whether it is a voltage monitor, generator status, tower light or radio transmitter, the SEBea can provide timely notification to technicians or supervisors that a problem is developing thus helping to prevent critical and costly outages.