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Overview:
Quality customer service is at the very core of Westar Energy's values. And in order to better and more consistently provide that quality service, Westar has employed the Nortel Networks Media Processing Server 500 (MPS 500) for its 1-800-LIGHT-KS outage-reporting service. The MPS 500 is the latest Integrated Voice Response platform from Nortel Networks proven Self-Service Solutions portfolio. It offers a full-featured suite of capabilities that include advanced speech recognition, VoiceXML, and Session Initiation Protocol. Forty percent of all outage-reporting calls are now fully automated, a 98-percent accuracy rate for system in-grammar responses is being achieved, system efficiency has been improved, and Westar Energy is saving money.
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