According to a news release, the enterprise-level upgrade features a fully customized, secure, dedicated VOIP system and dynamic dialer with redundant data systems hosted in separate facilities with redundant security to protect customer information.
The upgrade has allowed for UPA to increase its call center employee base by more than 250 percent in the past 18 months and plans to at least double it again by the end of 2015, officials said. However, the hiring surge will require UPA to expand its South Carolina-based physical plant in the next six to 12 months.
UPA helps utilities install automated meters, AMI networks and load reduction equipment. The company also helps utilities sell and manage regulated and deregulated products and services including home warranty service contracts, demand response programs and more, according to the release.