Case Study: Holy Cross Energy achieves improved customer service and a vital safety/liability net with NICE Systems' Mirra IV Recording Solution

Holy Cross Energy - Customer Case Study

Holy Cross Energy, a rural electric cooperative serving over 54,000 customers including Aspen and Vail, faced gaps in its customer service and dispatch operations because it lacked call recording. Without recordings, reps could not reliably verify verbal commitments or resolve disputes, and dispatch communications — which coordinate potentially hazardous high-voltage switching with field crews and other utilities — had no audible safety or liability record.

To close that gap Holy Cross installed NICE Mirra IV recording across its two call centers and dispatch operation. The system provides browser-accessible, archived call recordings that reps use to verify interactions, train staff, and quickly resolve complaints, and that dispatchers rely on as a forensic safety net for switching coordination. The result: clearer customer-service outcomes, fewer disputed interactions, and an important liability and safety record for critical field operations.

Holy Cross Energy

Kathy Murray

Consumer Service Supervisor