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Overview:

A Midwest-based utility company provides utility services to three Midwestern states. The utility company was using a highly distributed system with interactive response systems deployed in three different sites. The company wanted to ensure that the Avaya systems could be remotely managed. As the requirements for the contact center kept changing, the company also wanted to ensure that the Interactive Voice Response (IVR) cluster was being managed correctly. The utility company selected a solution that combined Avaya interactive response systems with the Remote Admin tool developed by RealSoft, Inc. (RSI). RSI is a Premier-level member in the Avaya DevConnect program.

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