Contact Centers in Utilities
Utility Customer Service of the Future...Today!
New technologies are helping contact centers in utilities respond to the pressures of increased efficiency for the business and greater availability for the customer. These technologies enable virtualization, remote agent management, self-service, automated notification, social media monitoring and more.
Virtualization enables utilities to tie multiple contact centers together such that they appear to the customer as a single, highly responsive center. Contact center managers can then balance the call load across all locations, rather than deal with overstaffing in one location and understaffing in another. This in turn reduces the total lines required to handle calls in a timely fashion.
Utilities are also offering greater choice to their customers, allowing them to use an efficient self-service channel. This reduces the overall cost of service and improves customer satisfaction. It also typically results in lower attrition and higher productivity.
The ‘all-in-one’ Interactive Intelligence Customer Interaction Center® (CIC) offers many benefits to contact centers in the Energy sector. CIC is a single all-in-one platform to meet the demanding needs of your contact center. This SIP architected solution delivers multimedia ACD routing, outbound dialing, call and screen recording, speech-driven IVR, and much more. CIC is a unified application suite that makes agents more effective and the customer experience a superior one.
Key contact center technology benefits
Imagine a single, all-in-one platform that blends all media types with your business rules in one unified system. Now envision it allowing your contact center to do all this:
- Manage and blend inbound/outbound multi-channel interactions
- Automate multimedia routing and queuing processes
- Create outbound campaigns for notification and education
- Monitor and manage social media interactions
- Improve agent performance, remote agents included
- Elevate service levels and customer satisfaction
- Increase the accuracy of forecasts and schedules
- Improve interaction quality
- Simplify administration in a single, central environment
- Unify communications on the desktop
- Connect multi-site operations with a single platform
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