Independence Power & Light chooses Milsoft call center solution

The city of Independence, Missouri’s Power & Light Department (IPL) has selected Milsoft Utility Solutions to provide its interactive voice response (IVR) communications system, dubbed Milsoft Call Center.

For 100 years IPL’s vision and mission has been to ensure that the residences and businesses in Independence have reliable access to as much electric power as they need at the lowest possible price and the highest level of customer service. The utility continues to deploy the best systems and applications that it can find to achieve this, recently including a new IVR communications solution.

“We are replacing our existing IVR solution with Milsoft’s hosted call center,” said Leon Daggett, Power & Light Director. “The new call center provides us with greater capability and functionality and still frees us from the inconvenience and expense of maintaining in-house hardware and software while keeping this critical communications channel in service even during the worst outage events.”

Milsoft Call Center, a hosted IVR communications system, enables utilities to communicate with their customers and employees, rain or shine, 24/7/365 with consistent, accurate and clear information in every call. Customers can report outages without being turned away by a busy signal, and the call center can contact them with updates on outages or other events.

IPL is a municipally-owned electric utility established in 1901 to provide residents and businesses with safe, reliable and affordable electric service. The utility serves 56,000 customers within the city of Independence, Missouri, through an electric distribution system with 650 miles of power lines.

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