Utility companies face numerous challenges

Utility companies face numerous challenges

Utility companies need to leverage their Contact Centers so that they can:

  • Create and optimize the rusted advisor relationships
  • Create proactive strategies for Contact Center interactions during outages
  • Capitalize on billing inquiries as cross-sell and upsell opportunities
  • Transition Utility Contact Centers from cost centers into revenue centers

Customized Utility Applications include:

Complaints About High Bills

  • Self-service identifies customer and provides first level resolutions to queries
  • Intelligent call routing ensure call  transferred to the best available agent to handle the call
  • Seamless integration of contact center with CRM providing agent with all relevant information when accepting the call
  • One screen for agent to work from increases efficiency and reduces call handling time

Usage Notification

  • Pro-actively notifying customers via their preferred channel of communication
  • Outage and Service Interruptions
  • Pro-actively outage notification to customers via their preferred channel of communication
  • Seamless integration of contact center with SAP enabling smooth creating and issuing of service tickets

Communication enabled business process

  • Self-service identify customer and provide first level resolutions to queries
  • Seamless integration Contact center with CRM providing agent with all the relevant information when accepting the call
  • One screen for agent to work from increases efficiency and reduces call handling time