Avalanche Calling

Standard IVR technologies coupled with minimally staffed call centers are usually capable of handling most day-to-day business of utility companies. However, large scale service interruptions can result in sudden spikes in call volumes by as much as 40 times typical levels. A traditional call center would be completely overwhelmed by such an event and customers eager for information would be left on-hold and frustrated. Avalanche Calling can be activated in these types of situations to help cover the increased load on the call center while still providing valuable information to customers.

Avalanche Calling uses cloud technology to virtually increase the IVR capability through off-site servers that are paid for on an as-used basis. This allows for more capacity when necessary without the need to actually invest in new hardware. In self-service mode, customers can enter a postal code to acquire information specific to outages in their service areas. Practical testing has indicated that 95% of customers will be satisfied with information provided by the Avalanche Calling IVR freeing customer service operators to address issues of the remaining 5% of callers. Such virtual outsourcing of IVR technologies could prove to save companies capital expenses while allowing for increased capacity and the ability to assist customers in times of increased need.