T&D World Magazine

Tampa Electric Implements Quality Monitoring Software

Tampa Electric has implemented quality monitoring software from the Verint Witness Actionable Solutions business line to support customer service initiatives across the company’s multiple contact center site locations.

Tampa Electric – part of TECO Energy, the S&P 500 energy company headquartered in Tampa, Florida – has supplied the Tampa Bay area with electricity since 1899. Approximately 670,000 residential, commercial and industrial customers in a 2,000 square mile service territory depend on it for reliable power and affordable energy services. The company has nearly 4400 MW of generating capacity.

To further enhance the overall customer experience across its growing customer base, as well as streamline operations across multiple sites, Tampa Electric has implemented quality monitoring software from Verint Witness Actionable Solutions across its three contact center locations in Ybor, Downtown Tampa and Plant City. The software’s voice and data recording functionality – along with its detailed reporting and Smart Inbox capabilities that make customer interactions easily available to individuals/departments outside the contact center – will help deliver gains in operational efficiency. These range from service quality and consistency, to performance and staff development, as well as the ability to enhance business processes and leverage valuable customer intelligence company-wide.

“We conducted an assessment of several competing technologies, including the existing system we had in place. Verint’s solution fit both our short-term and long-term plans, and they were able to partner with us and understand our unique requirements that aligned with our focus on strengthening the customer experience,” said Rachel Roman, manager, revenue recovery (project lead), Tampa Electric. “In addition, we felt its speech and data analytics were the best our team evaluated – through the ability to analyze call content and gain valuable insight into the reasons why our customers call and how we can better serve them. This is a definite business driver and area of interest for us.”

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