When it comes to interruption in service, most utilities agree that the two most important priorities are finding and fixing the problem as quickly as possible to restore service and the flow of revenue and to be responsive to customers affected. As part of a special licensing arrangement with dataVoice International, Inc., Daffron has integrated robust Interactive Voice Response technology as part of its iXp enterprise solution.

Daffron's Interactive Voice Response (IVRiXp) technology provides utilities with 24/7 coverage of the customer service function using state-of-the-art telephony software and hardware. You determine how the system handles calls: route all calls to agents whenever possible, offload calls only when CSRs are not available, or route all calls to automated service first.

Whether inquiring about a balance due, making a payment, reporting a service interruption, entering a meter reading, or requesting service, you can be sure your customers are receiving consistently great service.

• Answer calls – route to agent or automated system
• Identify, prioritize, and route special customer calls
• Account balance and payment answers
• Accept payments by check or credit card
• Authorize certain payment extensions
• Automate faxes (letters of credit, etc.)
• Record meter readings – send to billing
• Call delinquent accounts
• Marketing surveys and planned service interruptions