Water Corporation – which is the principal supplier of water, wastewater and drainage services in Western Australia to hundreds of thousands of homes, businesses and farms - is using CIC to automatically route and manage its inbound and outbound calls to speed service and help contact centre agents deliver a more personalised customer experience for the more than 800,000 calls they receive each year.

Water Corporation General Manager, Customer and Community, Catherine Ferrari, said the organisation wanted a single, all-in-one IP communications solution that would offer traditional telephony, as well as multichannel functionality.

“We previously had telephony provided by one vendor, and call recording and workforce management supplied by another,” Ferrari said.

CIC supports 160 staff at two contact centres in Perth, and the software suite supports Water Corporation’s quality assurance program by recording agent/customer conversations, and taking screen scrapes that are used by team leaders to identify staff coaching needs.  

In the future, CIC will be used to provide new multichannel capabilities for Water Corporation.

“CIC will help us seamlessly support chat, email and social media, and all running on the same platform, which will help us deliver more consistent, fast and efficient service for our customers,” Ferrari said.