SOURCE: TeleVox Software

July 11, 2006 12:00 ET

OUC Enhances Outage Management With TeleVox's Automated Messaging System

MOBILE, AL -- (MARKET WIRE) -- July 11, 2006 -- Orlando Utilities Commission (OUC) has recently expanded its use of TeleVox's HouseCalls™ system to aid in outage management. As part of this development, OUC will use the automated messaging system's on-demand calling capability to instantly deliver outage and restoration notifications to customers on an "as-needed" basis.

In preparation for unexpected power outages, a series of pre-recorded HouseCalls messages will be stored to allow flexibility when addressing various outage management issues. In some instances, customers will receive a telephone call estimating the date and time they can expect to regain power. The calls may also include a phone number customers can call to report an extended outage. One version of the automated notification includes interactive response options enabling each customer to confirm that power has been restored.

"Initial customer indications show this service as being a valuable communication medium for OUC, allowing us to interact more closely with our customers," said Bobby Nelson, OUC's Manager, Integrated and Customer Systems.

HouseCalls is a subscriber-based service, meaning OUC only pays for completed calls. The messages feature natural voices and can be personalized to include customer names, dates, times, amounts due or other information. TeleVox's unmatched calling capacity allows for communication with the entire customer base within a short timeframe.

"Innovative customers such as OUC play a crucial role in expanding HouseCalls' applications and technology," said Neil Armentrout, TeleVox President and CEO. "It's a great honor to work with organizations who place such emphasis on top-notch customer service."

The customizable nature of HouseCalls and TeleVox's vast calling capacity made immediate outage and restoration notifications a logical next step for OUC. Prior to outage management calling campaigns, OUC has successfully utilized HouseCalls technology to improve collections of delinquent accounts. Within the first six months of HouseCalls implementation, 31-60 day accounts receivable decreased by 42 percent, from 5.5 percent to 3.2 percent of revenue.

About OUC -- Established in 1923 by a special act of the Florida Legislature, OUC -- The Reliable One is the second largest municipal utility in Florida. OUC provides electric and water services to more than 196,000 customers in Orlando, St. Cloud and parts of unincorporated Orange and Osceola counties.

About TeleVox -- TeleVox Software, Inc., based in Mobile, AL, is a leading provider of communication solutions for the utility industry. With over 14 years of experience, TeleVox offers a full range of products, including outbound messaging, data append services and survey delivery systems. Supported by a state-of-the-art infrastructure, TeleVox solutions resolve time-consuming communication issues associated with customer notifications, appointment reminders and collections efforts. TeleVox has a worldwide presence in over 12,000 organizations and delivers millions of messages weekly via telephone and the Internet.

Contact Information

  • Contact:
    Allison White
    TeleVox Software, Inc.
    800-644-4266
    Email Contact