Customers expect utility companies to provide excellent customer care — with minimal interruptions. The customer experience is a key differentiator for utility companies. Self-service solutions are cost-effective and reliable, as they provide intelligent virtual assistants. They also enable 24/7 service for reporting outages, starting and stopping service, and helping customers without overwhelming live agents — across any channel.
A Solution for All Your Contact Centre Challenges
Customers expect reliable, real-time communications. “Always on” and “always on call” are one and the same, so it’s important to stay ahead and anticipate your customers’ needs.
With Alvaria CX Suite - Automated Agent, tasks that don't require an agent (such as account change notifications, order verification, service events and deliveries) can be automated for faster service. Self-service menus allow for automated payments, return calls for more information and upgrading/changing orders.
With Alvaria omnichannel solutions, optimise agent activity by handling inbound and outbound voice and non-voice contacts at the same time and dynamically adjusting to fluctuating call volumes. Database integration ensures that customer records are up-to-the-second accurate.
Alvaria Workforce provides a comprehensive management suite which allows users to build scripts, control centre resources, monitor real-time performance and create custom reports, without requiring high-level IT experts.
Keep Customers Up-To-Date
Whether planned or unplanned, outages and maintenance cause frustration for providers and customers alike. With omnichannel capabilities, utility providers can take advantage of consumer channels to deliver proactive communications that offer detailed outage information, notify customers of updates, and survey customers once issues have been resolved and services has been restored.
Contact Alvaria Today
Learn more about how Alvaria can help you create lifetime loyalty through superior customer experiences. Let's talk!
What people are saying
“When you handle 14 million customer calls a year across a broad range of services, every second counts – and having efficient workforce optimisation tools is absolutely essential to delivering quality service. Alvaria Workforce has helped us deliver substantial cost savings, as well as improve satisfaction levels amongst both our customers and employees.”
Paul Milloy, National Resource Planning Manager, British Gas Services (BGS) Contact Centres