CUC upgrades system

Reporting power outages should be easier now as Caribbean Utilities Company, Ltd. has upgraded its Integrated Voice Response system which handles customers calling in to the fault reporting number, 945-1CUC (1282).

The response system, which was initially installed in 2000, is one of the many software packages utilised by CUC’s system operations department and has been extremely important during major outage situations.

Initially, the response system was configured to handle 16 incoming customer calls, 24-hours per day. With the company’s expanding customer base now exceeding 25,000 customers, the system has been upgraded and reconfigured to handle 24 incoming customer calls simultaneously.

‘At CUC, we strive to improve the service we offer to our customers. This new system will enhance the way we do business and reduce the time to respond to outages or other customer situations,’ CUC’s Manager System Operations, Robert Whorms said.

The response system provides the ability to customers to record messages and identifies the customer, the address and location of the outage through caller identification. The system also assists the operations control room staff to efficiently respond to messages recorded by customers.

For the system to operate effectively, customers are encouraged to update any changes made to their telephone numbers, house or building numbers and street addresses. Information can be verified by checking a recent CUC bill and notifying CUC’s customer service department of any changes at 949-5200, by fax at 945-1218 or via e-mail at [email protected].

Incorrect customer information can increase CUC’s response time in restoring service.

Customers are reminded to call the Company’s emergency fault reporting number at 945-1CUC (1282) when experiencing an outage.