Utilities

Our network platform supports current and future “smart grid” initiatives: off-peak “opportunity” alerts, usage updates, energy conservation, remote meter reading (real-time transparency), and more. A number of major utilities have reduced collection costs and improved cash flow with automatic messaging and payment options (IVR).

Lift operational efficiency and customer satisfaction while reducing contact costs

Tell customers what they want to know, before they even need to ask, on the channel of their choice, in any language. Outage updates. Load curtailment notifications. Energy usage alerts. Collections. Personalize any number of interactions every day without the cost of a “live” phone call.

• Shed call center load during residential outages: Contact your customers in each outage area before they overload your call center, with automatic progress updates and safety tips. Give them ways to interact, in their language, without talking with a live agent. Reduce costs while improving customer service. Proactively notify “critical care” customers with automated advance warnings, such as when there is an impending crisis.
• Proactive demand response for business users: When commercial customers agree to curtail usage during peak periods in exchange for lower rates, use proactive automated communications to improve efficiency and satisfaction. Issue thousands of customized curtailment notifications faster, without the time lag and cost of live phone calls. Give customers control of notification preferences on the channel of their choice. Provide real-time data and alerts for easy self-regulation.
• Smarter customer communications for the smart grid: A successful transition to Smart Grid requires education as to the savings, and ways for customers to see how they’re doing in real time. Automate notifications, triggered by SmartMeter usage data and each customer’s baseline tier, on their choice of phone, email, text and our exclusive desktop broadband channel, where you can deliver alerts along with educational conservation tips, on video.
• Appointment notification and scheduling: Friendly, proactive notifications enable customers to confirm or change appointments without a “live” call – whether for onboarding, upgrades or repair.
• A/R management and collections: Minimize late payments and disconnects. Our automated A/R management programs have a track record of accelerating collection rates by as much as 80% while reducing costs. Customers often prefer automated notices and interactive payment options over contact by live agents. We make it easier for customers to pay their balances, and they comply more quickly and willingly.