Smart Grid Solutions: IVR for Public Power Systems

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Milsoft Utility Management Solutions provides more than a thousand electric utilities and their consultants and vendors with powerful engineering, operations and customer service software that enables …

Milsoft Utility Management Solutions provides more than a thousand electric utilities and their consultants and vendors with powerful engineering, operations and customer service software that enables them to do their jobs better. Milsoft’s Utility Management Software will allow you to plan and operate an electrical distribution system with economy, reliability, efficiency and customer service.

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  • 1. IVR FOR PUBLIC POWER SYSTEMS APPA BUSINESS & FINANCE CONFERENCE September 22, 2010 Steven E. Collier Vice President, Business Development Milsoft Utility Solutions
  • 2. WHAT IS IVR? IVR = Interactive Voice Response 2
  • 3. WHAT IS IVR? IVR is a system of computer software and hardware that: Connects to one or more public telecom networks, Accepts external user input via the network(s), Analyzes that input, Interacts with one or more internal users and/or applications, and Communicates results to the user. 3
  • 4. WHAT IS IVR? IVR is typically used by electric utilities for automated communications and commerce with customers as well as communications with employees, business partners, and / or the general public. 4
  • 5. 5
  • 6. HOW DOES IT WORK? IVR must be integrated with other systems:    External Telecom Network(s)  May require special interface hardware / software Internal Telecom Network(s)  May require special interface hardware / software Utility Applications  ERP, CIS, EA, OMS, GIS, e-Commerce 6
  • 7. HOW DOES IT WORK? IVR software has three interdependent functions:  Accept information from user   Logic and interfaces to complete desired applications   recording, keypad pick list, voice recognitions, text entry report a problem, request a service, complete a transaction Respond to user  pre-recorded voice, voice emulation, text message, email 7
  • 8. WHAT DOES IT DO?  Accept information from user     Voice recording (i.e., voice mail) Voice recognition Keypad pick list entry Text entry 8