Modernized Call Center Management System

NICE inContact CXone is being used by Azusa Light & Water's Consumer Services Team to manage inbound phone calls, e-mail, chat and text messages. We are able to oversee call volume, CSR performance and customer satisfaction with the use of CXone. Prior to CXone we had a very antiquated PBX phone system that did not allow for any of the features that we currently have available to us.

We have customized dashboards to view customer service representative status of availability. This helps to ensure that we have customer service representatives available to assist customers during operating hours. It has also been extremely helpful to ensure that we have appropriate levels of staffing for our Spanish call queue. We are able to immediately see if there is a Spanish call pending in the queue for an extended period of time and act on this to get the customers assisted in a timely manner.