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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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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Benefit from an integrated customer information system (CIS).
Drive customer engagement with energy efficiency insights.
Optimize field service operations.
Deliver timely, personalized, and actionable communications at scale.