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Oracle Utilities Service

Resolve issues faster, deliver on your customer service goals, and exceed customer expectations using an end-to-end utilities offering that integrates front and back office into a single solution. Enhance your existing customer information system (CIS) with a full range of digital self-service and assisted customer support tools.

Discover how Oracle Utilities Customer Experience can help you.

Oracle Utilities Service product features

Deliver frictionless service experiences to your customers—no matter how, when, or where they choose to engage. Integrate your service processes and empower your agents with the knowledge, tools, and insights they need to efficiently manage any type of customer request.

Unified, intelligent 360-degree customer account dashboard

Allow your agents full visibility into customer account interaction history, usage, billing, and more. Empower them to resolve all types of customer inquiries—including billing, payment, and service requests—when using an AI-powered, 360-degree customer dashboard to deliver contextual and guided service experiences.

Streamline customer service workflows

Leverage intelligent guided processes, digital assistants, and proactive knowledge-empowered experiences—all designed for your business and integrated with your CIS. Enable customers to transition seamlessly from self-service to assisted care to speed resolution, accelerate completion times, and reduce costs.

A comprehensive agent experience avoids multiple screens

Oracle Utilities Service seamlessly integrates with your CIS and back-office applications, enabling agents to efficiently manage all billing, payment, usage, and account management inquiries with no need to access separate systems.

Self-service experience built to automate utility transactions

Give your customers more control over their utility service by providing an online portal to manage their account and billing information, make payments, monitor usage and savings potential, and receive supportive guidance. Help your customers resolve their issues on the channel of their choosing and find answers instantly via knowledge articles, digital assistants, chatbots, and more.

Provide agents full views into all customer integrations

Omnichannel support enables your customers to interact through their channel of choice with preintegrated experiences for call center agents, digital assistants, websites, mobile apps, and more. Leverage Oracle’s prebuilt integrations to rapidly introduce new channels of support to your customers.

American Electric Power moves to a single customer platform to boost service and satisfaction

Customer service benefits

01Make it easy for customers to engage with you

Offer full self-service, digital-first experiences that allow customers to reach out at any time on the channel of their choosing, whether chatbot, conversational UI, or enhanced search capabilities. Rich experiences, tightly integrated with your CIS to avoid any manual work and provide frictionless customer service.

02Deliver true omnichannel engagement

Give customers the flexibility to engage how, where, and when they want through channels that leverage natural language and voice interactions. Provide your agents visibility into all integrations so they can help customers no matter what channel they’re engaged in.

03Deliver a next-generation agent experience

Improve agent efficiency and reduce time to resolution with a persona-based, AI-powered, utilities-specific 360-degree customer dashboard that surfaces relevant information at the right time and provides best-action insights.

04Blend service with sales to increase revenue

Empower your service agents with a 360-degree customer dashboard and integrated process support to resolve all customer inquiries, capture insights, and drive program enrollment and cross-sell and upsell opportunities.

3 things to remember about CX for utilities

Caitlin Aburrow, Senior Director, Oracle Product Marketing

Utility providers must transform and deliver value-added CX journeys that contend with the experiences their customers have in other industries. Consider these three things when thinking about utility CX.

Read the complete post

More from the blog

View all Utilities posts

Find resources and more

Oracle Utilities Service Solution Overview

Learn more about Oracle Utilities Service solution (PDF)

Documentation library

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Cloud Applications and customer experience (CX). Find all these resources and more in the Oracle Help Center.

Get started with documentation

Oracle University

You can access training or earn a certification. Oracle University helps you develop the skills to implement, configure, manage, and use your CX applications. Get training delivered in your choice of formats. See what CX certifications are available to you.

Learn more about Oracle University

Get started with Oracle Utilities Service

Oracle Utilities on Twitter

Join our community of 16.2K followers to get the #software and #cloud answers you need to solve #utilities challenges.

Oracle Utilities on LinkedIn

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Contact us

Talk to a team member about Oracle Utilities CX.