Wednesday, 21 June 2017 10:02

MyNetFone launches crisis management portal for government, utilities

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Hosted voice and data communications services provider MyNetFone has launched a new solution designed to help government agencies and utilities intelligently manage and disperse unpredictable surges in telephone call traffic.

MyNetFone says the enterprise-level call management solution — dubbed Pulse — can be used when government agencies and utility services receive sudden and unpredictable peaks in call traffic 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.

With the new system, instead of leaving customers to sit in a queue on hold, Pulse can identify the geographical origin of a phone call and, if that call is coming from an area experiencing an outage, it 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 want to speak to a customer service representative.

There’s also an overflow function which kicks in when a contact centre is experiencing above-average levels of call traffic, and the manager on duty can direct any overflow to a neighbouring office not yet at capacity.

Rene Sugo, chief executive of MNF Group, says Pulse was designed by in-house software engineers in response to the unique needs of government agencies and utility companies.

“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,” Sugo says.

Sugo says Pulse is currently servicing NSW Government-owned agencies responsible for supplying businesses and households with energy across the state.

The solution is deployed in combination with MyNetFone inbound enterprise voice services, with either ported or new phone numbers.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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