Utilities

Genesys contact center solutions allow utilities to offer superior customer service, reduce costs, and improve operational efficiencies.

• Genesys contact center solutions allow utilities to meet SLAs, keep detailed records of customer contacts, and reduce costs while improving customer service.
• When customers call during peak periods, Genesys lets them keep their place in line without staying on the telephone, and even offers customers a choice of when to be called and on what phone number.
• During times of predicted power outages, Genesys can initiate low cost automated outbound calling campaigns that notify customers so they can make preparations.
• Providing your customers service through multiple channels, you can improve customer service and lower operational costs.
• When customers need help after hours, Genesys can direct customers to low-cost speech recognition-enabled self-service applications that give them access to their account information, payment schedules, etc.

Learn about Customer Service Strategies for the Utilities Industry

• North American region
• EMEA region

Industry leaders answer the call with Genesys

• 9 of the world’s 20 largest utilities

 

Genesys utilities customers (partial list)
NiSource	Oklahoma Gas & Electric	PWN
Tampa Electric Company	TXU	SCANA Energy

See how Genesys has helped other Utilities

Genesys understands the need for utilities to keep and acquire customers, generate revenues and reduce costs while improving operational efficiencies.

• With regulation changes in many markets, utilities face new competition and also new opportunities to sell additional services.
• To stay within SLAs and also to maintain customer loyalty, utilities face growing pressure to achieve high levels of customer satisfaction.
• PUC investigations into SLA requirements frequently require detailed end-to-end reports of customer calls , forcing utilities to keep records of customer contacts.
• Utilities today are faced with strict requirements by PUCs to respond to customer inquiries quickly and within mandated guidelines.

Download Utilities Industry Brief for more information

As a critical touch point between you and your customer, the contact center has the potential to improve service and operational efficiencies and leverage staff resources. An integrated contact center software solution can provide the following benefits to utilities:

• Adherence to PUC service guidelines through Virtual Hold for Genesys, which ensures that customer calls are acknowledged and scheduled for service according to SLAs
• Improved customer service at lower cost through skills-based routing, which routes customer calls to the most appropriate agent and provides agents with a screen pop of customer data that allows for faster, less expensive service
• Automated diagnosis of contact center bottlenecks through contact center reporting tools track and record your performance so you are always prepared for a PUC inquiry
• Round-the-clock responsiveness to customer needs through voice self service applications that allow customers to learn the status of their accounts, payments, meter readings and other issues on a 24/7 basis.

See how Genesys has helped other utilities