• Panasonic

• ROLM

• Samsung

• Siemans

• Tadiran

• Verizon

• 3Com

InteractiveVoice Response

Milsoft’s Interactive Voice Response systems are designed to provide fast, reliable performance in a variety of utility environments. Time tested and proven e�ective, Milsoft’s IVR systems currently help more than 200 utilities e�ectively manage call loads and handle time-consuming customer interaction.

Today’s electric utility customer expects service on demand. They want to do business at their convenience. Long gone are the days when reliable electricity was a luxury and any level of service was acceptable. Modern utilities must rise to meet increasing customer service demands while maintaining low costs. This includes streamlining standard business practices. Improve customer service, minimize employee costs and cater to your customer with Milsoft’s state-of-the-art IVR systems.

Interactive Voice Response

Not only is TeleLink easyfor customers to use, it’s also

simple for utilities

TeleLink

Milsoft ConnectionsHosted CallCenter and Customer Noti�cation for Electric Utilities

Milsoft IVRInteractive Voice Response & Outage Calls Manager

Allow Customers to Do Business on Their Schedule

Hold the Line on Employee Costs

Let Employees Concentrate on the Tougher Tasks

Organizing outage information during an outage is challenging. Instead of sorting paper outage tickets into piles, Milsoft OCM allows dispatchers to electronically categorize outage tickets. Outages may be identi�ed, grouped and managed based on call data and the utility’s available connectivity information.

Milsoft IVR is an automated call handling system which is

able to handle large numbers of phone calls for an extended period of time. When used in conjunction with OCM, DisSPatch® OMS or another outage management program, Milsoft’s IVR system allows the outage management software to function more e�ciently by providing rapid, high-volume input that results in faster and more accurate predictions. Adaptable to utilities of virtually any size, the Milsoft IVR system currently serves more than 200 utilities domestically and abroad.

Also known and widely recognized as PORCHE IVR and OCM, Milsoft’s Interactive Voice Response (IVR) system and Outage Call Manager (OCM) act in concert to provide users with fast, e�cient outage call management and processing. Although available as stand-alone products, IVR and OCM can be combined to create a complete outage management system. Together, the systems improve customer service by allowing utilities to: • Answer customer calls during outages

• Offer quality customer service with increased accessibility

• Identify callers and retrieve customer information

• Manage collected data

• Provide customers with current outage information including: • Known outage areas, current restoration efforts and estimated time of restoration

Utilities are required to contact their customers for all kinds of reasons. Past due notices, disaster noti�cations, meeting announcements, and more can all be accomplished via the CallCenter’s out dial capabilities. When dozens of lines are employed to make calls instead of one or two, customer contacts are accomplished quickly. The utility dictates call parameters and vocabularies, then call-outs are performed without the need for live personnel monitoring.

Most utilities cannot justify purchasing and maintaining large numbers of telephone lines to be used only during outage situations. Milsoft Connections offers utilities hundreds of lines on an as-needed basis. Milsoft Connections answers calls that the utility’s in-house system is unable to answer, resulting in reduced, or totally eliminated, busy signals, no answers and time spent on hold. Milsoft Connections can also provide call handling capabilities when a utility’s in-house IVR is unavailable for any reason. Milsoft Connections provides your utility with another powerful tool for delivering the service your customers are demanding.

Milsoft IVR

Milsoft OCM

Regardless of the size of the call list, Milsoft Connections is up to the task. Using scripts designed by the utility and professionally prepared by Milsoft, the call center IVR system can be used to contact customers for:

• Past Due Account Noti�cation

• Planned Outage Noti�cation

• Load Shedding

E�ectively Process Outage Related Customer Calls

Contact Large Numbers of Customers Automatically

Contact 10’s, 100’s or 1,000’s of Customers

CrewCallAutomated Crew Assembly & Call-Out

Crews can be assembled using a wide range of prerequisites so that all stipulated union and policy requirements are met. The prerequisites can include any combination of requirements including, but not limited to, overtime, seniority and job description. CrewCall will also provide management with a statistical analysis of employee responses.

Milsoft Connections is an off premise call processing system designed specifically to meet the needs of today’s electrical utilities. Milsoft maintains an automated call center in a bunkered facility to protect against man-made and natural disasters. Connections allows utilities to contact customers reliably, faster and with less effort than ever before. With Milsoft’s cutting edge automated call center, calls are automatically placed to customers. You control the time and the message and Connections does the rest. Connections allows for better utilization of human resources by using Hosted Customer Noti�cation.

Once activated using Milsoft’s CrewCall, the Milsoft IVR system automatically places call-outs. Capable of calling simultaneously on multiple lines, CrewCall greatly reduces call-out processing times. Prospective crew members provide immediate responses via the phone so the dispatcher always knows the call-out status. The system automatically stops dialing when the desired crew has been assembled.

Whether the situation calls for a standard crew con�guration or a crew made up on the �y, CrewCall has the program logic required to put the crew together quickly. Attributes like job descriptions, availability, and call-out order are pre-loaded into the system so that no manual calculations are required. The operator or dispatcher simply tells the system what type of employee is needed and the system does the rest.

When a utility has the need to contact and assemble crews, it’s usually at a time when resources are severely limited. Even if the dispatcher knows exactly who to call, the contact process takes valuable time away from power restoration tasks. Milsoft’s CrewCall System is designed speci�cally for these situations.

Assemble a Complete Crew in Minutes

Call-Outs are Automatic

Meet All Union or Organizational Requirements

• Disaster Notification

• Surveys

• Marketing Programs

• Meeting Announcements

• And Much More!

Installing TeleLink to automate various customer service functions allows customers to complete routine transactions any time, day or night, 365 days a year. Not only is TeleLink simple for customers to use, it is also simple for the utility to employ. With access to customer records and available telephone lines, TeleLink can answer and process routine customer service calls without operator intervention (unless intervention is desired).

Each day, employees spend hours on simple, repetitive tasks. As a result, Customer Service Representatives often don’t have the time to deal with complicated issues. When this happens, it is often the customer who suffers. With TeleLink handling common requests, utility employees can devote much more time to resolving more di�cult problems and providing a higher level of customer care.

A signi�cant number of employees would be required to match TeleLink’s level of customer support. For most utilities, this ongoing cost would prevent them from providing this level of service. With TeleLink, a reasonable, one-time investment can eliminate the need for more CSR’s, reducing both utility overhead and long-term expenses.

to employ.

depend on!

Service you can

Support

4400 Buffalo Gap Road, Suite 5150 • Abilene, TX 79606 800.344.5647 • 325.695.1642 • www.milsoft.com

Interoperable • Reliable • Accountable

System Reliability and Performance Testing

Complete Turnkey Systems

PBX Integration (Partial Listing)

Available Functionality (Partial Listing)

System Design Assistance

CIS Interfaces (Partial Listing)

Milsoft has established testing procedures to ensure that any IVR system will function properly. Using equipment specifically designed and developed to identify potential problems, Milsoft can help ensure that your system will perform when you need it. At any time before, or after, the system goes live, Milsoft’s “Hammer” testing program can be employed to ensure that:• All system lines are operational

• All system software performs as promised

• All PBX functions are properly configured

• All required call routing is in place and correct• The utility’s operational procedures are in place and working

The Milsoft IVR system will seamlessly integrate with virtually any existing PBX or telephone system. Current PBX interfaces include, but are not limited to:

• Outage call handling• Customer notification• Delinquent account notification and collection• Load shedding and energy saving noti�cation• Planned outage notification• Emergency notification• Surveys• Automated attendant• Automated connect, reconnect, and disconnect• Consumer information• Payment extensions• Credit card and e-check payments• Appointment scheduling• Crew call out and assembly

The Milsoft IVR system comes complete with all necessary hardware and software con�gured to the wants and needs of the utility client. A typical hardware/software installation includes: • All system operational software

• Voice technologies provided by Nuance

• Dell Processor (with accessories)

• Complete installation

• Pre-installation consultation

• System design services

• Standard or contracted interfaces to related systems

• On-site training at installation

• Ongoing support after the saleMilsoft has provided interactive voice

response systems to the electric utility industry for over 20 years. Milsoft’s experienced IVR employees also serve as consultants in system design and con�guration. Direct input from Milsoft’s design staff helps utility clients avoid the problems and pitfalls that are often associated with the implementation of an automated voice response system. Following an IVR installation, the ongoing Milsoft maintenance program allows for ongoing modi�cations to the system. This system customization ensures that both the utility

and its customers are completely satis�ed with their Milsoft experience.

• ATS• Banner• CSA • Daffron• Data Quest• Harris• HTE

• NISC• In-House Systems• Open Vision• Orcom• People Soft • PCS

• SAP• SC T• SEDC• Utiligy

• Executone

• Intertel

• Iwatsu

• Lucent

• McLeoudUSA

• Mitel

• NEC

• Northern Telecom

• Alcatel • Altigin

• AT&T

• Avaya

• Centrex

• Cisco

• ComDial

• Cortelco

• Panasonic

• ROLM

• Samsung

• Siemans

• Tadiran

• Verizon

• 3Com

Milsoft stands behind all of our products and we are available when you need us most. We remain committed to beingthe best software supportorganization in the world. Ourcore values drive us to do the right thing for you every time. If you don’t believe us, ask our users. For over 20 years Milsoft has supported our users with expert, dedicated employees who love to help you get your job done, day or night. If there are problems, Milsoft will always step up to help you solve them. A basic principal at Milsoft has always been to create valuable, lasting relationships with our users. We do that by being there every time.