Case Study: Greater Cincinnati Water Works achieves service bureau expansion and major call-handling improvements with Alvaria's unified contact center solution

Greater Cincinnati Water Works - Customer Case Study

Greater Cincinnati Water Works (GCWW), the oldest municipally owned water utility in Ohio serving about 1.1 million customers and 240,000+ meter connections, faced unreliable, siloed contact-center hardware that was out of warranty, virus-prone and unable to scale. As GCWW planned to expand its service-bureau business, leaders needed a more dependable, integrated solution with improved IVR self-service and workforce management capabilities to support growth and better customer service.

GCWW selected Aspect Unified IP for its full integration with workforce optimization and 24x7 support. The unified VoIP platform enabled easy addition of two new business lines and 110-agent capacity, CRM integration with IBM CICS, and simplified IVR menus (from nine options to three) plus virtual queue callbacks. Results included higher customer satisfaction, 14% more calls answered within 35 seconds, a 55% drop in abandoned calls, 40% faster average answer speed, increased accounts handled, improved early-stage collections via self-service payments, and a scalable framework for continued service-bureau expansion.

Greater Cincinnati Water Works