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EGPI Firecreek Selects Terra Telecom's Screen POP Call Center Software

By Shamila Janakiraman
TMCnet Contributor

EGPI Firecreek, Inc., has revealed that its municipal utility company in New England has picked Terra Telecom, Inc., to implement a screen POP solution for enabling call center agents to service inbound customer calls more effectively.

This new system will help agents see the caller’s account information by associating the customer’s phone number with the utility customer’s records. This is expected to bring down the time spent on each call for the agent besides reducing the wait time of customers.

The municipal utility company is serving about 100,000 customers and has 150 employees. It provides electricity, water, wastewater and fiber-optic telecommunications services to the New England area. The utility company aims to implement better ways to serve customers, said company officials.

To achieve their goals, officials started implementing an application designed to streamline all of its main business processes. The strategy involved leveraging the flexibility of the company’s IP/PBX (News - Alert) voice platform.

Terra was picked to deliver the screen POP solution. It is already maintaining the utility’s voice network since 2006. Gradually the voice network has been upgraded and expanded to serve customers from state and local governments and also commercial businesses.

The Terra Telecom screen POP solution is able to access the customer’s phone number when they dial in. It retrieves the customer’s account information and presents that information to a customer service representative’s computer screen even before the call is answered. This solution serves to optimize the service offered by the agent besides ensuring faster response times to customers, explained company sources

With knowledge regarding the network Terra has established a productive working relationship with the municipal utility’s staff. Its experience in implementing complementary technologies has also helped in completing the project on time and well within budget, added company officials.

In a release, Wade Clark, CEO of Terra Telecom, said, “This project provides a clear illustration of how technology can be used to not only to save money for an enterprise company, but also significantly improve the end user experience.”

“Our ongoing relationship with this utility company is an excellent example of how we develop long-term relationships while providing state-of-the-art technology that helps to meet and exceed specific needs with our clientele,” Clark added.

Terra’s modern, 25,000-square-foot facility in Tulsa, Oklahoma provides enough space to continue growth of the company and also gives the ability to manage operations throughout the nation. Terra Telecom also works with the United Nations delivering voice products to several countries and the Texas Dept. of Transportation, which is expected to offer various ITS/DOT opportunities to EGPI.