Boost customer service with an agent experience built for utilities

Not every customer is ready to self-serve. Drive first-call resolutions and achieve higher satisfaction by empowering your customer service agents with a utility-specific agent console that recommends next-best actions, provides helpful tips and articles, and guides agent workflows.

Elevate agent service with an omnichannel customer dashboard.

Utilities Agent Service product features

Empower your customer service agents with the knowledge, tools, and insights they need to efficiently manage any type of customer request. Our agent dashboard is designed to enhance your CIS capabilities, providing a simplified and streamlined service experience that can evolve to support ever-changing business needs and customer expectations.

View all customer data in a single pane of glass

Give agents a consolidated view of customers, accounts, and contacts, with access to complete customer information, including omnichannel interaction history, usage, payments, and billing, in a utilities-specific, 360-degree customer dashboard.

Empower agents with relevant information at every touchpoint

Oracle’s agent desktop features knowledge-management capabilities to help your customer service team deliver consistent and accurate information, with easy access to a contextualized knowledge repository that surfaces relevant information based on the customer’s inquiry.

Provide consistent agent service across any channel

Give contact center agents the ability to manage interactions from all channels, including email, chat, SMS, Facebook Messenger, and more, in a single interface. Leverage Oracle’s prebuilt integrations to rapidly introduce new channels of support and seamlessly transition customers from one channel to the next.

Streamline customer service workflows and guide agent interactions

Improve customer service agent efficiency and resolve issues faster with easy, scripted workflows, proactively generated AI-recommendations, and contextual insights that guide agents to the next-best step.

Build the agent experience that works for your business

Reduce operational costs and complexity using a highly configurable, low-code/no-code agent console to tailor agent experiences and workflows according to your business processes.

Extend the value of your CIS and improve operational efficiencies

Keep customer and account information in sync, whether updates are being made from your Agent Desktop or CIS. With an integrated CIS, you can provide your care teams a single source of truth to improve service efficiencies and ensure consistency across customer interactions.

Exelon powers agility and enhances CX with Oracle Utilities platform

The benefits of a utility-specific omnichannel service experience

  • 01Empower service agents to resolve issues faster

    Enable customer service agents to deliver fast, accurate, and consistent resolutions by providing them all the relevant customer information, knowledge articles, and insights they need in a single, easy-to-use agent desktop.

  • 02Create more valuable customer interactions

    Go beyond traditional issue resolution—deliver billing insights, enroll customers in new programs, or intelligently recommend relevant products or services. Utilities Agent Service leverages AI to surface relevant information at the right time and provides best-action insights.

  • 03Deliver a true omnichannel experience

    Engage with your customers at any time, on any channel, using a customer 360-degree dashboard with prebuilt integrations that empower call center agents to view and manage all customer interactions in context.

    IDC names Oracle a leader in Utility Customer Engagement and Experience

  • 04Improve operational efficiencies

    Seamlessly integrate Agent Service, Self-Service, and back-office operations and improve efficiencies with automated workflows. Customer information across all channels is kept in sync, increasing consistency and reliability.

    See what Oracle Utilities CX can do for you (2:00)

Utilities resources and more

Oracle Utilities Service Solution Overview

Learn more about Oracle Utilities Service solution (PDF)

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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.

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