Intelligent call management system gives government agencies and utilities unprecedented control over their networks in real-time
MyNetFone, Australia’s largest provider of hosted voice and data communications services, has launched Pulse, an enterprise-level call management solution designed to help government agencies and utilities intelligently manage and disperse unpredictable surges in traffic, depending on the location of incoming calls.
Due to the nature of government agencies and utility services, they often receive sudden and unpredictable peaks in call traffic. These can be brought on by natural disasters, power outages or any other number of unexpected events. The Pulse system intelligently manages incoming enquiries so call wait times remain manageable and crisis-affected customers have an immediate update on their situation.
For example, if there was a power outage isolated to one suburb in NSW, this would lead to a huge number of people affected contacting their electricity service provider for the same information. This would usually result in staff on duty being swamped, and callers from other areas with unrelated issues unable to get through to report them.
Instead of leaving customers to sit in a queue on hold, Pulse can identify the geographical origin of a phone call. If that call is coming from an area experiencing an outage, Pulse can redirect that call to a pre-recorded message explaining all relevant information. Customers are then given the option to remain on hold if they still wish to speak to a customer service representative.
Another intelligent feature is the overflow function. When a contact centre is experiencing above-average levels of call traffic, the manager on duty can direct any overflow to a neighbouring office not yet at capacity. This allows the enterprise or government call centre to utilise all of their support staff on duty, whilst reducing the wait times for incoming enquiries.
“As the leading VoIP provider in the Australian Government, we get excited about helping our customers. Pulse was designed by in-house MyNetFone software engineers in response to the unique needs of government agencies and utility companies,” Rene Sugo, CEO of MNF Group said.
“Pulse gives the manager on duty a real-time solution to outages and an ability to control overflow through an online portal. It is an alternative to bringing on extra temporary staff and facilitates crisis-affected customers accessing an immediate update on their situation.”
The Pulse call management platform is currently servicing NSW Government-owned agencies responsible for supplying millions of businesses and households with energy across the state.
Pulse is deployed in combination with MyNetFone inbound enterprise voice services, with either ported or new phone numbers.
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About MyNetFone
MyNetFone is Australia’s largest provider of hosted voice and data communications services for business, enterprise and residential users.
MyNetFone is part of the MNF Group, which owns and operates Australia’s largest VoIP network and a global Tier 1 voice carrier network. The Group also includes retail brands Connexus, CallStream, PennyTel and The Buzz; and wholesale brands iBoss, Symbio Networks, TNZI and TollShield.
MNF Group was founded in 2004 and listed on the ASX in mid 2006. It has a reputation for quality, value and innovation, having won numerous awards including the Forbes Asia’s 200 Best Under a Billion (2014, 2015), Deloitte Technology Fast 50 (2008, 2009, 2010, 2012, 2013, 2015), PC User Product of the Year (2005), Money Magazine Product of the Year (2007) and many others.
For further information about MyNetFone please visit: https://business.mynetfone.com.au/why-mynetfone