Reduce Call Center Costs
66%
Containment Rate
4
Month Implementation
Milestone eIVRConnect, an omnichannel SaaS solution contact center enabling IVR replacement to automate voice response and seamless channel integration powered by AWS Connect, is specifically designed for the utility contact center. With eIVRConnect, you get the latest technology from Amazon tailored to the utility industry through Milestone’s deep industry expertise.
Helping Utilities Like Yours
Milestone eIVRConnect is a scalable IVR solution built on top of Amazon AWS Connect that allows utilities to easily communicate with their customers. Utilities can quickly configure and update messages and call flows while not effecting the integrity of customer data.
Milestone eIVRConnect allows utilities to connect and provide a consistent experience for customers to improve satisfaction and reduce call center costs. The IVR solution is tailored for the utility industry to scale easily and only requires you to pay for what you use.
The eIVRConnect solution supports both inbound and outbound calls specifically for utilities. The application sits on top of AWS’s Connect platform hosted in the AWS cloud providing world class security, availability, and reliability which requires zero footprint or installation.
Milestone’s integration gateway a key component by providing open APIs and microservices to connect to any backend system with real-time integrations. No more flat file export type integrations, which are really batch integrations. We connect to the backend system directly to provide real-time information. Integration is a key component for a great customer experience, ensuring data is real-time and accurate so that customers do not receive confusing or different information.
Intuitive Contact Flow Builder
Create targeted and personal experiences by accessing virtually any back-end system.
Outbound Calling
Schedule automated calls for appointment reminders, payment due notifications, etc.
Call Recording
Integrated call recording for agent performance assessments.
Skills-Based Routing
Single UI and routing engine for calls and chat based on variable such as availability, skill set, customer sentiment, and past history.
High Quality Voice Capability
Amazon Connect softphone delivers high-quality 16kHz audio that is resistant to packet loss.
Real-Time & Historical Analytics
Visual dashboard with customizable real-time and historical metrics.