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In the fast-paced energy and utility business, companies are striving to grow both their regulated and competitive business as well as staying driven to providing customers with reliable and reasonably priced services and products. And with business becoming increasingly mobile there is a need to be more resourceful, responsive and connected. On any given day there are sales people visiting prospects, field services staff are on the road responding to outages, engineers are out on site investigations, maintenance staff travel about the company solving and fixing problems, distribution operators are busy maintaining systems, and more.
Now, by equipping them with Ascendent, employees can turn any phone into their personal business communications device making it easy for them to stay connected no matter where they are.
Ascendent allows Energy employees to be more responsive to both in-house and external customers and anyone trying to reach them on the first call. Ascendent provides each employee with one phone number and one voicemail which can be used on multiple communications devices. No matter where an employee is, when a call comes in, it will ring multiple devices such as cell phone, blackberry, and a desk phone simultaneously so that the employee can stay responsive and answer the call where they are, not where their desk is.
All of the time-saving, easy to use features users normally have on their desk phone—like enterprise dialtone, caller-id, 4 digit extension dialing, call transfer, and more—are now extended to their cell phone or whatever device they choose. Plus, Ascendent will also deliver advanced voice mobility applications like on the fly conferencing and broadcast notification. An application like the Ascendent Conferencing can come in extremely handy when you’re trying to help a customer and don’t have the answer or when you’re out on the road fixing a cable line and not sure how to proceed. For example, a field service engineer on the road has a problem that he’s not sure how to fix. With Ascendent, he can dynamically conference in his field supervisor and another experts needed to get direction on how to solve the problem. This eliminates the time it would have taken to call each person individually and the collaboration of all the experts helps derive the most efficient and safe course of action.
With Ascendent’s single number reachability, energy and utility companies can be more responsive to their customers. Ascendent allows employees to more efficiently manage their calls wherever they are and by adding in valuable features which can help solve customer problems faster. For example, a cable customer may call customer service because they are having problems with their service, if the agent is unable to sufficiently solve the problem, they could conference in a technician on the fly to help the customer and then have the expert drop out so they could finish up the call. The real-time nature of this feature shows the customer that the company is forward thinking, respectful of their time and highly responsive.
In energy and utility companies, safety is the top concern. No matter what type of crisis, Ascendent will help workers stay connected and informed so that decisions can be made faster. In an emergency, not only will Ascendent’s single number reachability help make employees more reachable no matter where they are, but features such as notification will allow management to quickly broadcast a message out to the company or large groups within the organization providing employees with instructions and providing them with a polling report to know who received the message and who did not. In case of a communications outage, Ascendent will help maintain voice continuity and ensure seamless recovery of PBX and voicemail services within 3 seconds.
There is no question that a highly responsive workforce can help energy and utility companies perform better. By extending the corporate phone number, voicemail, and time saving PBX functionality out to any mobile voice device, Ascendent helps your workforce stay responsive to customer and crisis.
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