Case Study: CenterPoint Energy Houston Electric, LLC achieves greater reliability and faster outage response with Zetron's MAX Call-Taking

51-position MAX Call-Taking Equips CenterPoint Energy

CenterPoint Energy Houston Electric, LLC needed to replace an end-of-life call‑taking system with a highly redundant, reliable solution that would integrate with legacy systems and support 24/7 operations across its distribution control and residential metering centers. The company selected Zetron’s MAX Call‑Taking system to meet those requirements.

Zetron deployed a 51‑position MAX Call‑Taking solution (staged and tested with a 50‑position mock‑up), providing automatic failover, automatic call distribution, ANI, auto‑attendant, geographic/role‑based routing, and conference‑phone integration for seamless cutover and dynamic reassignment during high‑volume events. Zetron’s MAX now delivers mission‑critical redundancy and efficient call handling with no detectable disruptions and supports CenterPoint Energy’s broader smart‑grid outcomes, which helped reduce outages by more than 134 million minutes, restore over 1.5 million outage cases without customer calls, save tens of millions of dollars, and cut roughly 1.4 million gallons of fuel.

CenterPoint Energy Houston Electric, LLC

Kenny Mercado

Senior Vice President of CenterPoint Energy’s Electric Operations