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WirelessDevNet.com Press Release
Advanced Control Systems Standardizes on Envox 6 to Create IVR Solutions for the Utilities Industry
Envox Worldwide, a leading global provider of voice solutions, today announced that Envox 6, the company’s open, standards-based communications development platform, has been selected by Advanced Control Systems (ACS) to create interactive voice response (IVR) and call center management solutions for its electric, gas and water utility customers. ACS, the oldest privately-owned provider of real-time utility information systems, will provide the Envox-based voice solutions to its customers as additional modules for PRISM, the company’s real-time outage management system that is currently being used by more than 200 utilities worldwide.
Envox 6 is an open, standards-based communications development platform with integrated application development and management components that reduces the time, cost and complexity of creating voice solutions. Envox 6 provides a bridge between legacy systems and new innovative voice solutions, allowing customers to leverage prior investments in hardware, software, and solution development, while providing a smooth migration path to emerging standards and enabling technologies. Using Envox 6, developers can create a wide range of voice solutions with unmatched flexibility and broad support for these new standards and emerging technologies, including VoiceXML, speech recognition, VoIP and Web services.
“We’re very pleased that Advanced Control Systems has standardized on Envox 6,” said Mark D. Flanagan, president and chief executive officer of Envox Worldwide. “They are taking advantage of the platform’s advanced speech integration, VoiceXML and VoIP capabilities to deliver voice solutions that help the utilities industry dramatically improve customer communications and emergency response.”
ACS has leveraged Envox 6’s open architecture and rapid development capabilities to quickly create the new IVR solutions, and fully integrate them with PRISM’s administrative interfaces, databases, and agent management systems. These Envox-based IVR solutions will help utility companies better manage customer calls and crew dispatches when service disruptions occur.
According to Cynthia Moore, vice president of research, Gartner, “Utilities are investing in industry-specific applications that improve business processes in their quest to meet rising customer expectations, excel in increasingly volatile markets and create an expected shareholder return in an uncertain regulatory environment."
ACS’s crew call-out solution quickly creates field crews by automatically contacting workers with the appropriate job skills to respond to after-hours outages. They also offer an outage reporting solution that enables the utilities to automatically log service disruption calls from customers and then keep them informed about known problems. This solution can also be configured to automatically notify customers once service has been restored.
“Envox 6 has allowed us to create IVR solutions at a lower cost than ever before, and to get them to market faster than has been possible in the past as well,” said Gary Ockwell, director of marketing, Advanced Control Systems. “Plus, Envox 6’s broad support for telephony and communications standards allows us to offer IVR solutions that enable utilities to better serve their customers.”
The first complete Outage Management System solution featuring the Envox-based IVR module is currently being tested in the City of Anaheim and is expected to go live in late 2005.
For more information about outage management solutions for gas, electric, and water utilities from Advanced Control Systems, please visit their Website at http://www.acsatlanta.com.
For more information about Envox 6 and Envox Worldwide’s IVR solutions, please visit http://www.ivr.envox.com
About Advanced Control Systems
Advanced Control Systems is the oldest privately-owned provider of supervisory control and data acquisition (SCADA) systems, energy management systems, distribution management systems, and system components for electric, gas and water utilities. Since 1975, the company has manufactured products necessary to control the generation, transmission and distribution of power. For more information, please visit www.acsatlanta.com.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company's software products and related services dramatically reduce the time, cost, and complexity of creating voice solutions and empower enterprises and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox products are available through a network of global channel partners. For more information, please visit www.envox.com
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