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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.
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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 

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