Utility upgrades call centre operation


Aquila Inc., a US utility with over 1.3 million electricity and natural gas customers, has chosen MITEM Corporation’s application integration platform MitemView to integrate the multiple applications used by its call centre customer service representatives. MITEM will integrate multiple legacy applications for Aquila, and create a new Windows-based graphical user interface that will be used by over 200 CSRs. They will be able to query up to nine different applications without having to navigate mainframe screens.

Aquila‘s goals for this project are to enhance customer service through reducing average customer call handle time, decreasing training time and raising the quality and accuracy of work performed by call centre staff. MITEM is adding Aquila to a utility customer list which already includes Consolidated Edison, American Electric Power, Entergy, Baltimore Gas and Electric and EDF Energy (previously London Electricity).