Exelon/ComEd | UTILITY

ComEd increases customer satisfaction with proactive outage communications

UTILITY PLATFORM

ComEd

Challenge

ComEd’s eChannels team was tasked by company leadership to identify new methods for customer engagement, particularly in the wake of a number of major storms to hit its operating region. The ComEd team identified proactive outage restoration communications as a significant opportunity to delight its customers and began pursuing text outage communications in partnership with AGENT511, well ahead of the industry.

Application

ComEd outage reporting runs on AGENT511 REACH, a two-way SMS application that allows electric customers to submit SMS text messaging outage reports to the utility as well as subscribe for informational SMS outage alerts. In order to submit an outage report, Text “OUT” to 266-33, the user must subscribe via web form or IVR. Upon receipt of the message, the system will validate the customer against the mobile phone number, query the customer for additional information about the outage, and confirm the address. Outage tickets are then submitted to the utility’s outage management system via web service.

  • Deployed 2008 with ComEd, an investor-owned utility serving 3.8 million customers
  • Supported on all major and regional USA mobile carriers
  • Two-way interactive outage reporting and alerting
  • Integrated with outage management and CRM

Experience

The application has run consistently for seven years and has received praise from customer focus groups. Over 85% of customers polled appreciated the outage notification. During heavy storm activity, AGENT511 processes 100,000+ outages every few minutes.

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BELL CANADA 911 | EMERGENCY

Canadian telephone carriers improve access
to 911 services to the deaf, hearing, and
speech impaired community

EMERGENCY PLATFORM

BellLogo

Challenge

Bell Canada took the initiative under the auspices of the CRTC’s Emergency Services Working Group (ESWG) to identify, procure, and build a 9-1-1 solution to better meet the needs of the deaf, hearing, and speech impaired community in Canada.

Application

AGENT511 TEXTBLUE provides session oriented multicarrier text messaging for 911 centers in Canada as part of the CRTC T9-1-1 initiative. It offers registered wireless users the ability to engage in text messaging calls with a 911-call taker when they are unable to dial 911. AGENT511 and its partner, Impact Mobile, were awarded Bell Canada’s RFP. Delivering both a pilot and production program, they shipped a high-availability and secure service; meeting the needs of the accessibility community and building a template for next-generation emergency services in Canada.

  • Deployed TEXTBLUE in 2012 with local SMS gateway and Bell Canada
  • Supported on all major Canadian mobile carriers
  • Secure, geospatially routed, SMS text messaging delivered via browser for two-way
    communication with automated voice notification to PSAP’s
  • Delivered to Peel, Toronto, Vancouver, and Montreal

Experience

The Canadian Emergency Working Group approved use of TEXTBLUE and service Nationwide in January 2013. The CRTC formally ordered the carriers to support the service, allowing Canadians in need of texting services to use SMS to reach 911.

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GREATER HARRIS COUNTY 9-1-1
NETWORK | EMERGENCY

AGENT511 delivers Greater Harris County
9-1-1 new communication channels to the
residents of Houston and surrounding areas

EMERGENCY PLATFORM

Greater-Harris County

Challenge

The deaf, hard of hearing, and speech impaired community expressed a need to GHC 9-1-1 that a new service was required to provide emergency services access to its residents.

Application

AGENT511 TEXTBLUE provides GHC session oriented multicarrier text messaging for 911 centers in Harris County and adjacent communities. It requires no registration and allows citizens to text to 911 in the applicable jurisdictions. A parallel voice call notifies the emergency center call taker of the incoming text messaging session – at which time, they use the TEXTBLUE browser application to interact with the citizen. TEXTBLUE was among the first hosted platforms used by the District and provided the needed access.

  • Deployed TEXTBLUE in 2012 with SMS short code sent via AGENT511
  • Upgraded in 2014 to comply with ATIS Standard J110 for Text to 9-1-1
  • Supports Verizon Wireless, AT&T, T-Moblie, and Sprint
  • Secure, geospatially routed, SMS text messaging delivered via browser for two-way
    communication with automated voice notification to PSAP’s
  • Delivered to City of Houston Emergency Center, Harris County Sheriff’s Office and 33
    adjacent PSAP’s

Result

TEXTBLUE was selected as one of the few commercially deployed text chat platforms for public safety and local government. Greater Harris County now receives thousands of texts per month and the platform has been responsible for answering numerous distress calls. The service is open to the GHC public, but most importantly, provides a real-time channel to emergency services for the deaf, hard of hearing, and speech impaired community. Since initial deployment, the platform has been enhanced to support remote archival and automated best effort bilingual translation.

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CITY OF CHICAGO ChiTEXT | MUNICIPAL

City of Chicago reduces 311 call times with
service request ChiTEXT.

MUNICIPAL PLATFORM

Challenge

The City of Chicago was seeking new communication solutions to reduce traffic to its 311 center while fostering innovation and government transparency. The City needed a two-way mobile accessible platform to be delivered as part of the City’s comprehensive strategy to offer new communication channels in concert with their Open311 initiative.

Application

ChiTEXT (Text “CHICAGO” to 311311), a two-way SMS application built off of AGENT511 CITYTEXT, allows citizens to submit SMS text messaging service requests to the City as well as query information such as locations of towed vehicles, office information, and police and city council districts. ChiTEXT offers service requests including potholes, graffiti, street repairs, building violations, and restaurant complaints. Each request is comprised of 3-5 “flex questions,” intended to acquire information that is submitted via interface to Open311/Motorola. In addition to positive responses, ChiTEXT records and responds to negative responses and missing information.

  • Deployed 2009 in partnership with Motorola Solutions
  • Supported on all major and regional USA mobile carriers
  • Two-way interactive knowledgebase, service requests, and service updates
  • Integrated with Motorola Premier CRM, GIS, and Open311

Result

The City selected AGENT511’s CITYTEXT platform to launch its new text messaging initiative on the short code 311311. Hosted by AGENT511 in partnership with Motorola, the application serves the City’s goal to deliver mobile services to citizens looking for quick “on-the-go” information. Residents of Chicago have embraced the new channel, which has been publicized on local broadcast TV.

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REPUBLIC BANK | ENTERPRISE

Republic Bank Tax Payer Solutions increased
customer engagement with integrated text
alerts.

ENTERPRISE PLATFORM

RepublicBank-1

Challenge

Republic Bank’s taxpayer services identified that a high volume of incoming calls during tax time were seeking information about the amount and status of refunds. In order to mitigate these calls and differentiate its tax service, Republic selected AGENT511 Enterprise SAS integrated text messaging service.

Application

AGENT511 Enterprise SAS provided Republic Bank with the high volume, integrated solution they were seeking. Offering template-based alerts to customers notifying of the status and amount of their refunds, the platform allowed for outbound-triggered communications, opt-in preferences, two-way messaging, and instant text STOP unsubscribe.

  • Deployed with AGENT511 in 2013
  • SMS text messages sent via AGENT511’s 511511 short code solution
  • Platform was integrated and tested within a couple of weeks of project start

Result

During tax season, Republic Bank now sends millions of text messages to customers notifying of the status of tax refunds. This offers their customers a higher level of service, the ability for instant feedback, and mitigates call center volume. The AGENT511 Enterprise SAS platform is scaled to meet the burst needs of Republic Bank cost-effectively. Hosted in AGENT511’s secure datacenter, the platform was quickly deployed without new infrastructure and while maintaining the integrity of the Bank’s information.

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