Product Support

Pronexus’ technical support experts are some of the most knowledgeable and responsive support specialists in the IVR industry.

Utilities OnCall™ is an all-in-one self-service and customer service software solution for public utilities companies.

Automates routine tasks and increases available CSR time for handling complex customer interactions.

Accepts bill payments over the phone from customer 24/7.

Improves customer satisfaction.

Integrates out-of-the-box with your existing billing system.

Saves you money while improving customer service.

Reduces accounts receivable by making interactive outbound overdue calls offering bill payment and account reconciliation in real time.

Utilities OnCall is an enterprise solution that scales to any size with a proven architecture and comprehensive feature set that delivers immediate and future benefits as the utility grows.

Features

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More About Utilities oncall

Utilities OnCall Offers a PCI Compliant Solution

Let us take on the monitoring and hosting of your solution at our secure facility. Utilities OnCall now offers PCI compliance through our hosted solution. Ensure that every credit card transaction is safe and secure with our fully PCI compliant solution.

Hosted or Premise-based Solutions Available

All required components of the full solution will be provided by Vocantas, including all hardware and software. The solution can be hosted and PCI compliant, OR it can be premise-based, and procured either as a capital purchase or as a monthly service (Software as a Service, Saas), allowing any budget to include Utilities OnCall.

Cogsdale Integration

Utilities OnCall integrates out-of-the-box with Cogsdale CIS.

Scaller™ is a proven, easy-to-use interactive voice response student engagement solution designed in collaboration with education partners. Scaller reaches out to students by phone to identify their needs and help them achieve academic success.

Scaller targets students at all points of the academic life cycle: Application, Conversion, Yielding, Onboarding, Retention, and Graduation or Dropout.

Application

Calls to Prospects, Invite to apply.

Conversion

Calls to Applicants, Deadline reminders.

Yielding

Call to New Intake, Prevent Summer Melt.

Onboarding

Calls to New Students, Prepare for arrival on campus.

Retention

Calls to Students 3-4 weeks into new term, Survey identifying areas of need.

Graduation or Dropout

Follow up calls to Students, "Why didn't you return?"

Did you know that in a recent survey 42% of millennials said they would rather clean a toilet than speak to an agent on the phone? 

What  that means for higher education is that you can benefit from an end-to-end  interactive automated voice solution (IVR) that allows students to complete routine registration steps, make payments, and even get information about  programs or services, without ever having to speak to an agent. A well-designed, user-friendly IVR speaks to the millennial’s need to self-serve.

Testimonials

"Within the first few days of IVR calls, a student was identified that was already looking to exit the program after just 3 weeks of classes. Had we not used the IVR that student would have been gone from the school before we even knew there was a problem."
Avila University
"OCAD U considers Scaller a key component of its overall retention strategy. Just by making the call to students, we see a significant impact in increased retention year over year. Scaller is easy to use, cost effective, and makes a real difference in student retention."
Kelly Dickinson - OCAD University
"...Scaller has helped us to connect with those students that are experiencing some anxiety in their first year... We are now able to point those students to our existing services to keep them on the path to graduation and professional success."
Don Fairweather - Dean of the Cornwall campus of St. Lawrence College
"The high percentage of participation in the campaign reveals that our students are open to this kind of communication. Our students are eager to be involved in and informed about the programs on campus that are designed to help them achieve academic success."
Mike Silvaggi - St. Clair College
"We had excellent participation in this fall’s Scaller campaign. We were pleased to be able to connect a great deal of students to our Student Services office here on campus. The Scaller solution allowed us to reach out to students struggling in specific areas of need and help students address that need."
Denyce Diakun Director of Student Success at Loyalist College

Features

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More About Scaller

A Cost-effective Solution for Student Retention

With Scaller, student retention IVR, faculty and administrators can reach out to students very quickly and determine each student’s needs during critical times. Personalized messages or instructions can be sent and real-time acknowledgement and feedback is collected.
Scaller provides academic staff with at-a-glance reporting on students' level risk and commitment. Students experiencing difficulty in any area are flagged. This empowers facilitators to focus time and attention on those at-risk students and connect them with existing resources and support services.

Pronexus’ technical support experts are some of the most knowledgeable and responsive support specialists in the industry. For 20+ years our technical interactive voice response (IVR) support specialists have assisted hundreds of customers with their IVR applications. Our IVR support specialists know our applications inside and out, enabling you to accelerate IVR development, optimize IVR developer productivity and stay current with IVR technology.

What Our Support Customers are Saying:

"I have been a customer since 1996, and have subscribed to technical support since the very beginning. I can honestly say that anytime I have contacted customer support, I have always been able to speak with competent and helpful people. I have always sensed a commitment to solve the problem, and not just claim ignorance if a new problem showed up. From a developer’s point of view, it is important to know that we can reach competent people for support in a timely manner. Over the years and still today, I consider that the Pronexus support team has met this challenge." - François Boulanger, President of JFB Microsystems

Type of Product Support

Premium Support

Warranty Period
Annually

Phone & Email Support
9:00 am to 5:00 pm EDT (Mon-Fri) excluding North American holidays

Web support (customer care portal)
Included

Priority Call Handling
Yes

Standby (After-Hours) Coverage
Additional

Patches & Maintenance Releases
Included

Upgrade Protection
Included

Email Notification on Maintenance Releases
Included

Proactive Account Management
Included

License Moves
Unlimited moves, no charge

Service Level Agreement (SLA)
To see the Support and Maintenance Guide, contact the Pronexus sales team.

Card Support

Warranty Period
Per card (serial number) for the life of the card (multiple installations). Note that this is for Dialogic cards and does not cover Aculab cards. 

Phone & Email Support
Pre-arranged between 9:00 am to 5:00 pm EDT (Mon-Fri) excluding North American holidays

Web support (customer care portal)
Not included

Priority Call Handling
No. Must be Pre-arranged between 9:00 am to 5:00 pm EDT (Mon-Fri) excluding North American holidays

Standby (After-Hours) Coverage
Additional

Patches & Maintenance Releases
Not included

Upgrade Protection
Not included

Email Notification on Maintenance Releases
Included

Proactive Account Management
Not included

License Moves
Not included

Service Level Agreement (SLA)
To see the Support and Maintenance Guide, contact the Pronexus sales team.

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