Verified Enterprise Deployment

eAPA Utility Contact Center

Municipal Utility Contact Center & Incident Resolution Platform

Industry: Public Infrastructure & Municipal Utilities

Track Record: Production Deployment at Regional Water Utility

01. Challenge & Operational Context

The Problem Statement

Regional utility providers like Apă Canal manage vital municipal infrastructure serving tens of thousands of subscribers. When pipe breakdowns or planned maintenance occur, incoming call volume spikes dramatically, overwhelming manual switchboards.

Core Operational Bottleneck: Citizen phone lines were frequently congested, callers received busy tones during network emergencies, and incident reports lacked centralized tracking from the call center to the field maintenance crews.

02. Engineered Solution

System Architecture & Execution

StillCo implemented an integrated contact center platform that combines automated IVR call routing, direct database caller identification (screen-pop), and computerized incident ticketing across all company departments.

Key Architectural Components:

Hybrid VoIP/PBX switchboard handling concurrent incoming calls without line collapse

Automated IVR self-service answering frequent outage and billing status questions

Subscriber database integration automatically popping caller identity and history on agent screens

Computerized incident dispatch routing tickets to field crews based on geographical sector

Centralized electronic document workflow and digital signature approval

Connected Protocols & Integrations:

• VoIP PBX Telephony Switchboard
• Municipal Utility Customer Relationship Database
• Field Dispatch Ticketing & SLA Tracking Systems
• Electronic Document Ingestion & Signature Flow

Underlying Technologies:

• Carrier SIP Trunking & Call Recording
• Enterprise Database Middleware
• Real-Time Operator Dispatch Console
• Automated Interactive Voice Response (IVR)

03. Documented Results & Real-World Impact

Operational Impact

The automated contact center platform relieved public utility operators during major network incidents. High-volume routine inquiries are handled by automated voice answers, while maintenance crews receive structured, geolocated intervention tickets with end-to-end SLA tracking.

Automated resolution of high-volume public inquiries, eliminating line congestion during pipe maintenance

100% incident auditability from initial citizen call to field crew resolution and ticket closure

Real-time visibility into department-level response times and resource allocation

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Speak directly with our senior software architects and telecom specialists. We review your business workflows and provide a clear, non-binding technical evaluation.

Direct Inquiries: office@mapamond.com

Phone Support: +40 (0) 336 390 000

Engineering & Server Infrastructure: Galati, Romania (European Union Data Residency)

ISO 9001 & ISO/IEC 27001 Certified Governance

Dedicated enterprise support tiers available

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