Powering Efficiency: How Omilia’s AI Reshaped PSEG’s Contact Center | Omilia скачать в хорошем качестве

Powering Efficiency: How Omilia’s AI Reshaped PSEG’s Contact Center | Omilia

Public Service Electric and Gas Company (PSEG), New Jersey's largest electric and gas utility, was running a legacy, on-prem IVR that couldn't keep pace with the demands of millions of customers, especially during high-pressure storm events. The solution? A full contact center transformation powered by Omilia's AI-native platform. Vince Blenx, Manager of Contact Center Technology, and Rajesh Sahu, Sr. IT Manager of Digital Customer and Contact Center at PSEG, share how they modernized their customer service, eliminated technology silos, and built a contact center that can scale to any demand. A key priority for PSEG was maintaining consistent, reliable service even during storm emergencies, when call volumes can spike dramatically. With Omilia, that's no longer a concern. "We never have to switch to DTMF, whatever the size of the storm. Omilia has always been up and running 100% of the time, and it can handle whatever kind of loads we are seeing during the storm seasons." The result is a contact center that delivers the same high-quality experience for every customer, in every situation. "By using Omilia, we've been able to give that same customer experience across the board, regardless of whether we're in blue sky or storm or some other sort of emergency event." 🔗 Read the full case study → https://omilia.com/powering-efficienc... 🔗 Learn more about Omilia → https://omilia.com/ 🔗 Book a demo → https://omilia.com/request-a-demo/