Case Study: a public utility company improves contact center operations and customer engagement with IntelePeer Atmosphere CPaaS

Public Utility Company reduces labor costs and improves SMS notifications with IntelePeer

The public utility company, a Fortune 1000 organization, faced significant challenges in its contact center operations due to a surge in call volume from natural disasters and outages, leading to long wait times and decreased agent productivity. To address this, they turned to IntelePeer and its Atmosphere CPaaS platform to enhance customer and employee engagement.

IntelePeer's solution utilized Atmosphere SmartFlows for call deflection and Atmosphere SMS for critical notifications. This reduced labor costs by eliminating the need to staff for peak call volumes and improved engagement by ensuring timely information delivery. The measurable impact included improved customer and employee communication and significant cost savings for the public utility company.