Tampa Electric Company, a subsidiary of TECO Energy Inc., generates electricity for 600,000 customers in the state of Florida. The utility has chosen Genesys Telecommunications Laboratories, a subsidiary of Alcatel, to supply solutions for better managing customer service. Tampa Electric will use Genesys’ Voice Platform, Enterprise Routing, Workforce Management and Outbound Contact.
Voice Platform will allow customers to check account balances and report outages using simple voice commands. Enterprise Routing offers a flexible environment that will allow the utility to direct customers to particular agents or departments, based on real-time statistics, customer data or pre-defined business rules. Workforce Management provides the planning, scheduling and analysis tools needed to align workforce strategy with the company’s critical business objectives, and Outbound Contact will enable Tampa Electric to contact customers efficiently to drive sales and improve customer satisfaction.