T&D World Magazine

Reliant Energy Selects AT&T to Power Customer Contact Centers

Reliant Energy, Inc. has selected AT&T to provide services for Reliant's call center. Reliant Energy is a provider of electricity and energy services in competitive markets in the United States. The one-year contract renews and expands a long-standing relationship between the two companies.

Under terms of the contract, Reliant's three customer contact centers will use AT&T Toll-Free Advanced Features to manage and ensure a timely response to calls the company receives. Reliant's Texas-based call centers in El Paso, Houston and San Angelo play a central role in Reliant's efforts to simplify its service sign-up process for new customers and the process for answering existing customers' questions.

AT&T Toll-Free Services and AT&T Toll-Free Advanced Features help businesses extend their reach to targeted audiences, enhance their customer service, and control or lower their marketing expenses. In support of Reliant's commitment to 24/7/365 customer assistance, AT&T's Toll-Free Advanced Features deliver the flexibility to route calls to the appropriate call center based on the time of day, day of the week and location of the caller.

"Our customers are the primary driver in every decision we make, which is why we have secured AT&T's help in making it possible to handle calls more quickly," said Robert Martinez, manager of telecom and network operations at Reliant. "Reliant customers can be assured that we are investing in the technology and the team to support their needs 24 hours a day, seven days a week and will do whatever it takes to provide superior service."

Reliant's customers include residential and small business customers and large commercial, industrial, governmental and institutional customers in competitive retail markets. The company primarily serves customers in the Texas, Pennsylvania, New Jersey, Maryland and District of Columbia markets.

AT&T also provides Reliant with point-to-point private communications links, Frame Relay, and local and long distance voice services.

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