Utility – Electric Distribution Cooperative
Operational Efficiency
Utilities are modernizing customer service technology to support reliable operations, improve visibility, and prepare for evolving service demands.
The Challenge
An electric cooperative was evaluating a migration from an existing UCCX environment with custom integrations to a modernized contact center platform leveraging Cisco Voice Portal (CVP) and Packaged Contact Center Enterprise (PCCE).
The organization needed to ensure that the future platform could support current operational needs while enabling improved reporting, scalability, and long-term enhancements to customer service delivery.
To move forward with the migration, the cooperative required clearly defined functional, business, and technical requirements that reflected how the contact center operated today and how it would evolve in the future.
The Strategy
Northridge partnered with Presidio to assess the existing environment and translate operational needs into clear requirements that would guide the technology evaluation and RFQ process.
The team focused on aligning contact center operations, technology capabilities, and future service delivery goals to ensure the selected solution would support both immediate migration needs and long-term modernization.
The Execution
Northridge conducted a detailed baseline assessment of the current contact center environment, evaluating operational workflows, system integrations, and service delivery requirements.
Working collaboratively with Presidio and client stakeholders, the team:
Developed comprehensive business and technical requirements to support the RFQ process
Designed a future-state contact center architecture leveraging Cisco CVP and PCCE
Delivered a phased implementation roadmap to guide the migration and future enhancements
Phase 1 focused on the successful migration from Cisco UCCX to Cisco CVP and PCCE.
Phase 2 outlined opportunities to enhance the contact center environment through improved integrations, expanded analytics capabilities, and stronger support for evolving customer interaction needs.
The Impact
The cooperative gained a clear path forward for modernizing its contact center technology while maintaining reliable customer service operations.
By establishing well-defined requirements and a structured implementation roadmap, the organization was able to reduce migration risk, improve technology alignment with operational needs, and position its contact center platform for future growth.
experience + excellence
Let’s Talk About Your Organization
Energy and utility providers are modernizing service operations to support reliable customer engagement and stronger operational visibility.
If your organization is navigating similar priorities, we would welcome the opportunity to connect.
