Media Release
For Immediate Release
10 November 2009

Remote Access Technology allows Energex operators to take emergency calls from home during storms

Innovative remote access technology is allowing Energex call centre operators to respond rapidly to emergency phone calls from home and other locations rather than the call centre during the current South East Queensland storm season.

Energexʼs Customer Contact Group (CCG) is trialing a new initiative called Remote Response which sees Contact Centre standby staff being able to log in and work from home when called upon during storms or large scale power interruptions . Remote Response has been  created by call automation specialist, iTa, and allows call centre operators to take emergency calls via a Next-G laptop and mobile, or home phone and ADSL connection. The solution is a first for a utility in Australia and enables Energex to rapidly mobilise a remote agent workforce, particularly during the critical first 30 minutes of an emergency or high call volume event.