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The Avalanche Trouble Call Management Suite comprises 5 modules: The TVD Avalanche® Trouble Call Management Suite is a state of the art Trouble Call Management System that is specifically designed to manage the 'Avalanche' of incoming calls and outbound communication that are inevitably part of managing a loss of supply. It is through this crucial time period that continuous information updates need to be delivered efficiently and effectively to your enquiring customers. They automatically receive the information they require so that they can hang-up with their call purpose satisfied, without the need to speak to an operator. At the same time you are able to provide a fast access route to an agent if callers have specific information about the loss of supply or an emergency situation to report. Simultaneously, external and internal parties are being automatically updated with the latest fault information as it comes to hand. The Avalanche® suite is comprised of a range of proven adaptable Modules that literally 'connect together' to build a dedicated Trouble Call Management system specific to your unique and changing requirements. Each module has been developed specifically for the Utility industry and refined over many years of direct experience and customer feed back. The result is a reliable, simple to implement and well proven system that continues to deliver to our customer's exacting standards and their customers' satisfaction. TVD Messaging System (back to top) The TVD Messaging System and associated Call routing and CO configuration allows users to quickly and efficiently upload professionally scripted and recorded fault messages to the CO for callers to hear when they dial your fault number. Callers only hear the messages relevant to their Region and each message contains information such as localities affected, estimated time for restoration and cause. Messages can be updated by operators or driven by the TVD SCADA module. In less than 30 seconds you can have a fault message playing to inbound callers. The TVD Messaging System and CO configurations can handle thousands of calls per minute. TVD Communications Center (back to top) TVD Communications Center allows you to set up specific Groups or Recipients to receive the latest updates, in a variety of mediums (e.g.: fax, phone, pager/SMS, email, WAP and web browser). Information is dispatched automatically every time the fault status is updated. TVD SCADA Monitor (back to top) The TVD SCADA Monitor can integrate multiple SCADA systems to drive the TVD Messaging System and automate the initiation of fault message delivery by the TVD Messaging System and TVD Communications Center. TVD Fault Reporter (back to top) The TVD Fault Reporter module allows us to take the much reduced and
now more manageable call volume filtered by the messages at the CO and
then further filter the calls into Urgent, and Normal priority callers.
This is done using standard IVR type voice menus with voice, decadic,
or DTMF inputs allowing users to indicate their priority. Fault Reporter
includes CMAI functionality. TVD CMAI allows Outage Management staff to build a picture of where calls are coming from in real-time whilst callers are being managed at the CO level with messages uploaded from the TVD Messaging System. For further information on the Avalanche Suite of products please fill
in the Contact Form or email us at Info@tvdinc.com
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