Product hero

Virginia Utility

When VUPS began operations, it was with a VoIP contact center solution from Mitel Networks. With this solution in place, VUPS has easily been able to meet its service level commitments from day one.
DOWNLOAD NOW

VUPS was established in 2001 by the utility companies of Virginia. Its mandate: to build and operate a new one-call notification service. “We’re a 24x7 public safety organization,” explains Rick Pevarski. “Our job is to ensure underground utilities aren’t damaged and the public isn’t put in danger by excavations.”

The company moved into a modern building in an industrial park in Roanoke, and began evaluating communications platforms and management solutions for its contact center while at the same time hiring agents and supervisors. After evaluating a wide range of platforms and solutions, VUPS selected the IP-based Mitel Networks 3300 ICP and the Mitel Networks 6100 Contact Center Solutions as the option that best met its needs.

Goals
  • Build, open and manage a 65-agent, mission-critical 24x7 contact center from communications platform and call distribution through to desktop solutions for managing operations and handling calls 
  • Leverage existing cabling infrastructure in contact center facility 
  • Train agents and supervisors and provide them with tools for efficiently answering and processing an average of 3000 calls per day 
  • Manage contact center operations and agents in real-time and over longer planning horizons 
  • Record and store all calls for a 6-year period 
Results
  • Rapid implementation of state-of-the-art IP-based contact center infrastructure  
  • Real-time and historic views of contact center activities and streamlined operations  
  • Call handling meets and exceeds service commitments  
  • Efficient digital storage and forwarding of call records 

Find The Perfect Solution for Your Business

Solutions
SIMILAR SUCCESS STORIES
Case Study
The City of Marseille

The City of Marseille wanted to modernize its entire telephony system by adopting a two-step approach: an iso-functional migration and progressive addition of unified communications services.

Read More
Case Study
City of Oakland

Oakland’s outdated PBX-based phone system was failing and a lot of its network equipment was nearing end-of-life. It was time to replace both the network and the telephone system.

Read More
Case Study
Warmworks

Responsible for delivering the Scottish Government’s nationwide energy efficiency scheme, Warmworks relies on a high-quality contact center function.

Read More
Ready to talk to sales? Contact us.
Find a Partner +44 1291 430 000 Email Us