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City of Modesto, California News Release

For Immediate Release

Contact: Debbie Sewell, (209) 577-5416
Release Date: Friday, January 25, 2013, 4:10:00 PM

City of Modesto Customer Services Launches Phone System Upgrade

The City of Modesto Utility Billing and Collections Division has recently improved their technology by upgrading their Utility Billing Information Line.  This was largely in response to customers experiencing significant wait times on hold.  The new system aims at giving the roughly 800 daily callers new options to ensure their customer service needs are being met.  This new and improved technology, which utilizes Automated Peak Management (APM) software, went live Wednesday, January 23, 2013. 

This system now offers commonly requested options such as the Estimated Time to Answer feature, which allows customers to make an informed decision to remain on hold based upon the average wait time or to select the Callback feature. The Callback feature allows the customer to receive a Callback while maintaining their place in line. These new features will not affect the pay by phone option which allows customers to bypass a representative and pay their bill directly through the automated system. 

The City of Modesto has been anticipating this upgrade for some time and looks forward to embracing the needs of their customers through improving their standard of service excellence.