UI implements new call-management process for power outages

Redwood Shores, CA, Feb. 28, 2008 — Oracle announced that The United Illuminating Company (UI) recently implemented Oracle Utilities Network Management System to automate and streamline its call-management process during power outages. UI is also using Oracle Fusion Middleware, Oracle Database and PeopleSoft Enterprise Financial Management

UI worked with Oracle and Enspiria Solutions to implement the application, which the company says has helped the company enhance its customer communications and improve restoration efficiency during outages.

Prior to the Oracle implementation, UI relied on a call management process, which required dispatchers to manually diagnose outages and group calls associated with each outage. Now, when a customer calls to report a problem, UI’s customer service representatives, having automatically received outage status information via the Oracle system, are better equipped to provide accurate and real-time perspectives on outages.

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