Just a phone call away

Article Abstract:

Electric utilities need to adopt new technologies for their call centers to stay abreast in a highly competitive industry. Telephone centers have always been an essential service of the industry, from answering emergency calls to bill-related inquiries and service requests. However, the need to accomodate computer and telecommunications technological innovations for improved services is deemed necessary. The advent of the Internet and the computer/telephone integration (CTI) technology can substantially facilitate operations in terms of efficient customer relations and additional information software and services.

Wired Telecommunications Carriers, Telephone communications, exc. radio, Business services, not elsewhere classified, Telephone Call Centers, Telephone Marketing Services, Telephone Exchanges in Use, Usage, Telemarketing, Telephone exchanges

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Customer information: confidential?

Article Abstract:

The California Public Utility Commission is debating the issue of how much information about electricity consumers should be available to electric utilities. Customer information translates to identification, consumption history, billing history, household data and demographic data. Consumer information is crucial in marketing research, but the Commission is worried about customer privacy and the amount of information to release. Possible solutions include packages that solicit consent in gathering nonsensitive data, data without ID and questionnaires.

Research, Consumer protection, California. Public Utilities Commission

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Regulatory review

Article Abstract:

Six states, including Illinois, Massachusetts, New Hampshire, New York and Washington, have undertaken retail access pilot programs. According to various reports, the pilot programs proved instrumental in preparing participant utilities for intense retail competition. In some programs, the issue of energy systems reliability was highlighted, as a result of successive power transmission failures.

Electric power

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