PORCHE Automated Reporting System

PORCHE (Power Outage Resource Call Handling Equipment)

For over 15 years, utility companies have used PORCHE IVR (Interactive Voice Response) to help customers avoid the busy signals that accompany the high volume of calls during a service problem. The only IVR with voice recognition as a standard feature, PORCHE IVR can process eight times the calls that a live operator could handle. Voice recognition is faster and easier to use because customers can simply speak their responses rather than using their phone touch pads to key in information. PORCHE IVR allows the customer to get their call answered and conveniently report their problem.

Answering calls on all lines simultaneously, PORCHE IVR identifies callers, provides them with information on known service problems and leads them through the reporting process. Should the customer desire, they can request access a live operator during office hours, although no operator interaction is required. As a result, the operations staff is free to isolate the problem cause rather than being tied up answering customer calls.

Once service problems have resolved, the PORCHE IVR system will perform callbacks to each customer who reported a service problem, confirming that their service is working correctly again.

Please call 423-625-2810 to access our PORCHE system during a service problem for the fastest possible resolution.