Transcript Powerful Information When You Need It Denna Sandoval Manager

dataVoice International
Powerful Information When You Need It
Denna Sandoval
Manager of Business Development
dataVoice International
 Founded in 1989 – Telecommunications,
mainframe, database administration and
system integration specialist
 Provide tightly integrated solutions that link
multiple systems together
 Integrate existing data and systems to improve
utility operations and provide client with data
integrity monitoring capabilities
 Designed a line of products to meet the needs
of the utility industry
dataVoice’s Integrated Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
dataVoice Provides Products
That Integrate Data From…
CIS
AVL
GIS
Engineering
Analysis
SCADA
AMR
Mapping
OMS
dataVoice’s Integrated Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
Automated Call Processing
 Telephone (Day/Night/Night 2 Modes)
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Call answering,
Call routing by time of day or day of week,
Pre-configured holiday answering,
Priority account handling,
Report service problems,
Storm Mode Customer Messaging System
– Temporarily disable call transfers
Automated Call Processing
 Incoming Call
Monitoring
 Threshold Level
Notification
 Detailed Call
Statistics Itemizing
Usage By Customers
dataVoice’s Integrated Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
Web Solutions
 Account
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Balance/Payment
Information
Usage History and
Graphs
Pay Bill By Credit
Card/Check
Enter Outage/Trouble
Report
Check Power Status
dataVoice’s Integrated Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
Automated Customer Service
 Account
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Balance/Payment
Information
Payment Arrangements
Bill Payment by Credit
Card/Check
Call Delinquent Accounts
Monthly Credit Card
Drafts
dataVoice’s Integrated Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
Outage Management &
Prediction Systems
 Automated trouble
reporting via
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Telephone,
Customer Service,
Web, or
AMR
 Speaks up to date outage
information to customers
or displays information
for CSR’s if they take the
call
 System can be expanded
to allow for multiple
services (gas, water, etc.)
And Displays Information For
Each Department
 Customer Service
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Color Coded
Screens
 Operations/Dispatch
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Tabular View
Connectivity View
 Engineering
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Mapping View
 Management
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Overview Statistics
New Msg
5:11PM
Thurs July 10
Jennings Sub Out
2,288 customers
Restore time
2:45pm
OK
Outage Management &
Prediction System
 Once power is
restored,
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System begins
automatic call backs
to verify power is
restored.
Reports and
Statistics
immediately
available
Automated Mail
Merge Available
Anywhere Ops Allows For
Remote Access To:
 Outage Statistics Via
E-Mail or WAP
 E-mail Outage
Statistics
 Key Account
Management/
Notification
dataVoice’s Integrated Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
Integration with AMR
 Expands use of AMR beyond
“just a billing tool”
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Preventative maintenance
Proactive status polling
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During outage reporting or
after restoration
Provides increased revenue
and cost savings
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Keeps power flowing
Eliminates unnecessary
dispatching
Labor and equipment
savings on resolving
temporary interruptions
Check Power Status
Individual Meter Polling/“Pinging”
 Individually ping a meter
prior to dispatching a
crew
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Checks to see if power
loss is on customer
side
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Bill service trip fee
to consumer
Also checks voltage
Reduces unnecessary
dispatching/service
calls
Improves crew moral
Check Power Status By
Connectivity Meter Polling/Pinging
 Used to verify the source/location of an
outage
 Also used to confirm the restoration of
power to meters
 When integrated with dataVoice OMS,
the meters are automatically polled by
connectivity
Connectivity Meter Polling
 Verify a prediction
within the OMS
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Pinpoint outage
sources more quickly
- Check meters
above and below the
prediction
Send crews to the
correct location the
first time
Save drive and look
time
Connectivity Meter Polling
 Verification of restored
outages
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Check the status of
meters while the crew
is on-site
Improve customer
service by checking
power status for other
problems down line
A simple click on the
status screen and a
new ticket is entered
into the OMS
Crucial edits provide
for better decisions
Checking Meter Voltage
 Immediately check the
voltage on an individual
or group of meters
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Isolate power
degradation problems
Increase customer
satisfaction by
responding in a faster
more positive manner
to customer needs and
concerns (dims/blinks)
Available on all
screens that allow for
pinging
Checking Meter Voltage
Available On These Screens
AMR Blink Analysis
 Imports meter data
from AMR system
 Summarizes AMR and
OMS data using
connectivity
 Predicts to likely
source of problem
based on the
interruptions reported
by the AMR system
AMR Blink Analysis
 Side by side comparison
of AMR and OMS data by
specified date ranges
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Removes blinks
associated with
outages
Indicates areas to
perform right of way
clearance
Saves drive and look
time by predicting
device problems using
same prediction
methods as OMS
Highlights equipment
that is beginning to fail
AMR Data Analysis
Individual Consumer Blink Count
Data Available From These
Screens…
dataVoice
Integrated
Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis
Key Core Requirements
 Customer Information/Billing System
 Telephone System – With ACD Queue
 Internal Windows Network
Extras:
 Mapping System or Map Viewer
 GIS System
 SCADA System
 AVL Software
 Engineering Analysis Package or GIS System
 AMR System With 2 Way Communication
 Cell Phones With Text Messaging/Web Accessibility
(WAP)
The Equipment
 Dell Rack Mounted
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Power Edge Servers
Complete Hardware
Coverage
24 Hour Support
Automatic Daily
Backups
24 Hour System
Monitoring
The Installation, Service and
Support
 On-site installation and training
 Specialized training classes for customer
service, operations, administration
 24 hour support
 24 hour system monitoring
 Hands off administration
 Data integrity checks
dataVoice
Integrated
Solutions
Web
Solutions
Automated
Customer
Service
IVR/Call
Processing
dataVoice
Solutions
Outage
Management
& Prediction
AMR Data
Analysis