Key results
The company
Avista
avistacorp.comElectricity and natural gas production, transmission, and distribution utility.
Result highlights
- 40% reduction in after-call work
- 1 minute saved per call wrap-up
- 85.5% service level achieved
The story
An energy and gas utility founded in 1889 provides electricity and natural gas to 800,000 customers across three northwestern US states.
During widespread power outages, call volumes spike to over 10,000 calls within a single hour. The legacy on-premises system could support only 168 concurrent connections, preventing thousands of customers from reporting emergencies or receiving updates.
The utility partnered with NeuraFlash to deploy Amazon Connect integrated with Salesforce Service Cloud Voice. An enhanced IVR handles high-volume outage reporting through self-service while routing complex inquiries to live agents. Real-time voice transcription now populates directly within the agent's Salesforce desktop, unifying call data with customer history to eliminate manual note-taking.
Quotes
“We switched to Amazon Connect so that we can scale up on demand to receive many more calls a day if there’s a large outage.”
Implementation partner
Neuraflash
neuraflash.comDeployed Amazon Connect with Salesforce and provided advisory services for Avista's contact center.