Contact center solutions for utilities

Our communications solutions have helped utility companies around the globe with their omnichannel strategy. At the same time streamlining processes for both their internal and external utility customers – ultimately increasing customer satisfaction.

Electric | Natural Gas | Water & Waste Management

  • Manage peak periods with multichannel self-service
  • Address outages with outbound calling and SMS campaigns
  • Ensure emergency calls take priority using IVR and skills-based routing
  • Streamline and automate internal processes to better utilize your workforce
  • Improve internal and external interactions with an all-in-one communications solution

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Provide an outstanding customer experience

Smarter customers want smarter communications. We empower utility companies all over the world to break down silos, integrate better with their existing infrastructure, and automate business operations.

  • Easily deploy pre-integrated multichannel options such as email, chat, SMS and fax
  • Offer 24/7 support with IVR self-service
  • Optimize agents and achieve service goals across multiple channels
  • Monitor agent activity, adherence, and operations in real-time
  • Generate accurate forecasts and enhance scheduling effectiveness

Offer multichannel and self-service with PureConnect

Engage customers with timely notifications via chat, SMS, outbound calls and social media. According to JD Power, satisfaction among customers who receive proactive updates during an outage is significantly higher than among those who do not receive such communications.

Offer reliable service with inherent business continuity and disaster recovery options

Reduce the challenges of multi-vendor integrations

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Automate any manual process with Interaction Process Automation

Automate customer service requests and expand self-service options. Automating customer support can lower controllable customer support costs by up to 30% according to Accenture.

Route and track real-time trouble tickets and work orders end-to-end

Streamline processes and better handle changes as they happen

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Reliable, easy integration

Interactive Intelligence’s open architecture and APIs allow for easy integration into your CIS and other legacy systems and applications.

  • Screen pops expedite workflow and reduce caller frustration
  • Single disposition improves agent efficiency and realizes cost savings

You're working with a proven innovator

Find out just what it takes to be named a leader by Gartner for seven consecutive years.

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