Customer Experience for Utilities

Help your agents quickly deliver the right answer every time

Equip your customer care agents with a 360-degree view, context-aware dashboard that displays scripted workflows and AI-based guidance on the next best action for each customer, so they can move faster and get all the information they need. Create a seamless transition from digital self-service to assisted service channels to ensure issues get solved quickly, without your customers having to repeat themselves.

Let customers self-serve on their channels of choice

Empower your customers to establish and stop service, view bills and account details, manage payments, and monitor usage and potential savings through your online portal. Resolve issues faster and cut costs by providing instant access to knowledge articles. Build digital assistants that make automated service as easy as a conversation with your care team.

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Simplify customer service with a seamless CIS integration

Give your customers and your care team full access to account data, usage information, billing details, and other account insights in all service channels. Connect your CIS to make billing and metering data available to agents and customers alike through a single user interface that eliminates having to duplicate data across systems.

Manage field service requests with real-time visibility

Give customers full visibility into their service status with real-time service appointment information that’s displayed on a map. Complete jobs on time using AI to optimize the scheduling and routing of your mobile workforce. Allow customers to provide instant feedback through ratings and comments.

Boost sales performance with commercial selling tools

Help your sellers propose the right services and rate plans by using AI to help them prioritize high-value accounts and access accurate customer data and insights. Automate eligibility, negotiation, and approval processes and simplify fulfillment as offers are accepted. Track metrics on account health and profitability.

Create personalized offers to cross-sell and upsell new products and services

Use your customer data to identify target segments and create personalized offers for new rate plans or value-added services. Increase cross-sell and upsell conversions by sending messages to the right customers through email, SMS, and self service.

Deliver timely, personalized service information to customers

Create and deliver all transactional, service, and marketing communications at scale using a single marketing platform. Engage your customers with personalized service communications on their preferred communication channels.

Unify and enrich customer data for more precise personalization

Manage customer behavioral, transactional, and demographic data in a central repository that enables utilities to easily extract information and use it to deliver personalized offers, next best actions for agents, and one-to-one communications driven by AI decisioning.

Drive conservation and efficiency programs with customer usage insights

Show your customers how to save on their utility bills and improve their consumption habits. Use AI and behavioral science to send personalized messages that educate your customers to improve their satisfaction as well as the success of your conservation programs.