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Comprehensive management solution, allowing monitoring and recording of calls, and an ability to leverage metrics to enable continuous operational improvements

  • Country: United States Of America
  • Industry: Energy & Utilities
  • Solution: Business Telephony

DC Water is responsible for providing retail water and wastewater services to the District of Columbia. as well as several counties in Maryland and Virginia.
The organization operates across a service area of approximately 725 square miles. requiring over 1.300 miles of water pipes. 36.000 valves. and more than 9.000 fire hydrants.
With a staff of 1.000 and a 2011 operating budget of $400 million. it serves 2.2 million permanent residents. 16.6 million annual visitors and 700.000 people who are employed in the Nation’s capital.

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The primary focus of our business unit is to ensure customer satisfaction. We can do a much better job in monitoring and coaching our team, resulting in the delivery of an improved level of service to our clients. It is a wonderful thing. Contrasting our old way of doing things with the new system is like comparing a black and white television set to a color model!

Evelyn Gould, Contact Center Supervisor


  • Improve mechanism to communicate and do business with customers
  • Need for flawless execution because of project’s high-visibility in community
  • Give contact center supervisors better tools to manage operations 

Products & Solutions
  • Contact center fully integrated with multi-site telephony infrastructure
  • Supervisors able to perform real-time monitoring and coaching
  • Utilization of proven mechanism to coordinate technology, process and people aspects of project secures successful outcome
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