Phoenix has launched a first of its kind 24×7 centralized call center with IVRS at APEPDCL. The system incorporates multiple interfaces like telephone, website and help-desks at Customer Facilitation Centers, for the convenience of the customer.
Other services being offered as part of this prestigious project are: a customer self-service portal to assist the customer to view his/her connection/billing/payment information, post complaints / requests and track them till resolution; a single-window service for high value and HT consumers; door-step service at a nominal additional cost for people who wish to avail of the same and Bijlee premium service for new service connections to avail time-bound service with service guarantee.
These services are enabled by eCare (CRM) and eCall (Interaction Management) modules of mPower™ software suite from Phoenix. Both the modules are widely deployed across India and Nepal covering more than 5 million consumers.