Utilities are managing new challenges on multiple fronts: deregulation, smart grid, increased customer expectations and pressure to cut costs, to name a few. At the center of it all is the utility company contact center—tasked with implementing customer solutions with fewer resources.
Genesys is partnering with utility companies to enhance the customer experience and reduce costs with intelligent voice automation and innovative contact center solutions. With powerful back-end technology, data integration and analytics, Genesys provides simple, intelligent, personalized communications for energy, water, gas, and electric services customers.
Genesys IVR and contact center solutions for utility companies can automate:
- Account Management and Payment Processing
- Start/Stop/Transfer Service
- Outbound Reporting
- Outbound Communication
- Call Center Integration through CTI
- Next generation solution with a lower TCO
- Increase customer satisfaction
- Detect application performance issues
- Increase containment
- Meet and exceed SLAs
- Personalize the caller experience
- Capture customer data
- Automate routine processes