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Con Edison launches effort to update customer service system

image credit: Credit: Consolidated Edison

Consolidated Edison Co. says it will transform its customer service capabilities over the next four years.   

The New York-based utility will deploy a new commercial-off-the-shelf customer service system that will help it deliver an improved customer service experience. The system also is intended to help the utility keep pace with regulatory and technology changes, become more technologically nimble, mitigate risks and become more cost effective.

Janette Espino, general manager of Con Edison’s Customer Service System Program, said that a CSS is one of the “most strategic and mission-critical systems within the utility enterprise,” providing the technological capability for delivering high quality service to customers and enabling new investments and public policy requirements.

She said the new CSS will facilitate the delivery of “efficient solutions to address evolving customer expectations and business needs."

As a part of technology rollout, Infosys was hired to provide program management, business process blueprint, design, development, testing, deployment and support services.

Founded in 1823 as the New York Gas Light company, Con Edison's electric, gas, and steam businesses serve New York City and nearby Westchester County.

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