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Cloud Contact Center Solutions For Utilities
Put Your Customers at The Center of Your Customer Experience (CX) Strategy
Most utilities don’t focus on the end-to-end customers experience as much as they could, and unfortunately, they aren’t keeping pace with adoption of new technologies that everyone now expects.
Per the most recent CCW Market Trends report: 67% of consumers surveyed report stagnant or declining experiences; 35% cite no meaningful changes, while just under 33% say experiences have gotten worse. Nearly 9% feel they have gotten much worse over the past year.
Providing Proactive Communications is Now Imperative
With the recent wild-fires, floods, storms and other extreme weather conditions, customers, regulators, governments, local businesses, and emerging industries increasingly expect more from their utilities, moving beyond simply supplying essential services such as water, gas, and electricity.
They are looking for more proactive communications to warn them of possible issues, concerns and unfortunately, disasters too. Right now, most public utilities are falling short.
Empower your staff, back-office teams, and customer service agents with the tools they need to quickly communicate, collaborate, and access customer data, so that they can improve responsiveness, service levels and end-customer perception of your services by leveraging new tools and technologies.
Deliver the Right Customer Experience (CX) Anytime. Any Where. In Any Situation
EnghouseAI Powered Cloud Solutions Designed to Help Utilities Meet Today’s Ever-Changing Needs
Enghouse Interactive’s Contact Center as a Service (CCaaS) solution provides the capabilities that help resolve the issues impacting Utilities today. Enghouse CCaaS delivers the industry’s most comprehensive range of Contact Center capabilities to help your organization:
Scalability
Leverage a Cloud Contact Center and Unified Communications solution to help your organization benefit from maximum service flexibility and operational agility.
Cost Certainty
Eliminate infrastructure investments and unexpected third-party costs, and benefit from a fixed fee per agent/month billing.
Business Agility
Simplify and accelerate service and application deployments, add features and functionality where and when needed.
Reliability & Security
Data is secured and services are always accessible thanks to local redundancy and remote access capabilities.
Accelerate AI Innovation
Easily leverage emerging technologies such as AI , Chatbots and Virtual Agents to meet rapidly changing customer needs and expectations.
Free-up IT staff
We manage your Cloud applications so your IT staff can focus on your business initiatives.
About Enghouse Interactive
Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services, and video solutions, serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine. Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to Enghouse Interactive’s reputation for consistently honoring its commitments to its customers, staff, partners, and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud, or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require. Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel.
Functionality That Meets All Your Needs
- Leverage AI, Chatbots and Virtual Agents for quicker customer and employee identity verification to efficiently deliver customer services
- Empower your member services team – while mobile, at the branch or at other locations
- Improve customer self-service and live agent experiences
- Offer voice, video, text, and social media communications
- Optimize bill payment reminders, blended with inbound call handling
Enghouse CCaaS Advantages
- EnghouseAI uncovers actionable insights from touchpoints across the customer journey, analyzing what the customer has done and why. It optimizes Agent engagement with unbiased evaluations, coaching, and call summarization, identifying next actions to ensure a seamless experience for both the customer and agent.
- Omni-channel enabled: voice, email, webchat, SMS, social media
Intelligent routing, universal queuing, service level adherence - Automate Emergency Notifications with proactive multimedia Outbound Communications
- Simplify bill payment reminders and process PCI-compliant transactions
- Advanced self-service, using touchtone IVR, speech, SMS/text, social media, conversational AI
- Advanced eKMS Knowledge Base for quick information access
- Real-time reports, agent/supervisor dashboards, 360-degree view
- Multi-channel and screen recording, quality management, polling, and surveys
- Review and rate 100% of all agent calls – consistently, effectively, without bias
- Advanced integrations using open APIs and gadget-based access to 3rd-party provided or custom-developed client and server-side applications