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CTG, a Cegeka Company

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Applications

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Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

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CTG Why CTG
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

Join our team Contact us

Client Success Story

CTG Enables Anchorage Water & Wastewater Utility’s Contact Center Transformation

Key Challenges

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Notifying 12,000+ customers via mail about their household’s pipe lead/copper status.

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Ensuring superior customer service and minimizing wait times during the implementation.

Business Benefits

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Achieved 100% Telephone Service Factor

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0% Abandoned calls

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<5 minutes Average Talk Time

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<15 secondsAverage Time to Answer

Client

Anchorage Water and Wastewater Utility (AWWU), owned and operated by the Municipality of Anchorage, stands as Alaska’s premier water management organization. As the steward of one of the world’s most pristine water systems, AWWU manages an 850-mile-long distribution network that processes over 8.4 billion gallons annually and serves 40,000 customers.

In Their Words
“CTG provided exceptional support during the initial Lead/Copper Rule notification to AWWU customers. CTG demonstrated unwavering dedication to ensuring calls were answered promptly and effectively. Their commitment to timely service was instrumental in helping us meet our needs and best serve our ratepayers. We value CTG’s partnership and their efforts in maintaining the high standards of service our community deserves.” 
– Sandy Baker, Anchorage Water and Wastewater Utility

Challenge

AWWU faced a significant challenge when they had to comply with the EPA Lead/Copper Rule requiring them to notify 12,000+ customers about  their household’s pipe lead/copper status via mail. To ensure superior customer service and minimize wait times during the implementation of EPA Lead and Copper Regulations, AWWU took proactive steps to enhance their response capabilities. While the utility was already strengthening their internal team, they recognized an opportunity to optimize their customer service approach to handle both routine inquiries and anticipated questions about the Lead and Copper compliance notifications.

Solution

To address AWWU’s challenges, CTG implemented a comprehensive Amazon Connect Omnichannel Cloud Contact Center solution that efficiently managed the surge in Lead/Copper Rule inquiries while providing scalability and advanced capabilities. The solution featured real-time call sentiment analysis, automated outbound calling, and AI-powered tools, all supported by custom SQL reporting automation and PowerBI analytics.

Results

By following a clear and consistent implementation roadmap and completing extensive knowledge transfer, CTG was able to deploy a flexible staffing model with dedicated agents, supervisors, and a client services team that consistently achieved the following target metrics:

  • Telephone Service Factor: 100%
  • Abandoned calls: 0%
  • Average Talk Time: < 5 minutes (with progressive reductions as team expertise developed)
  • Average Time to Answer: < 15 seconds 

This transformation enabled AWWU to establish a modern scalable contact center foundation with enhanced customer service capabilities.

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