Utilities Solutions

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 Center 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.

Enhance Efficiency with Self-Service

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.

Create a Unified, Omnichannel Operation

With Alvaria omnichannel solutions, optimize 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.

Maximize Performance

Alvaria Workforce provides a comprehensive management suite which allows users to build scripts, control center 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.

Customer Self-Service

Take routine and repetitive service tasks and give your customers options to help themselves 24/7 and save your agents for the more difficult inquires where they can be the problem solver and advocate for your customers, which increases customer satisfaction and ultimately extends their lifetime loyalty with your organization.

Automated Notifications

Provide proactive notifications with our industry leading IVR and digital self-service capabilities to provide your end customers with 24x7, 365 days a year access to your retail organization. Allow them to take immediate actions by leveraging the latest, AI-fueled natural language understanding technologies like Microsoft LUIS or Google Speech for natural, conversational, automated self-service dialogues.

Real-time Record Updates

Integrated databases ensure records are updated in real-time as calls are completed to avoid inappropriate or unnecessary outbound calls.

Enable A Simple Billing and Collections Process

By leveraging self-service solutions, utility providers can minimize customer support spikes and expedite response times. Alvaria self-service solutions make it easy for customers to set up automatic payments and paperless billing, gather balance information, process payments, remind themselves about near-due payments, and more.

Provide A Personalized Customer Experience

Send personalized communications to your customers to maximize their effectiveness and differentiate your customer service from that of your competitors. Understanding your customers’ needs provides your organization with the information that makes it possible to not only meet, but exceed expectations and provide the best service possible.

Consistency is Key

Whether notifying customers of outages or service updates, it’s important to keep information consistent across channels. This keeps customers aware and enables them to ask questions without the need to jump channels or repeat tasks. For example, customers can set up service requests and adjust appointment times through SMS or social cannels to access information that reduces the need for on-site service.

Contact Alvaria Today

Learn more about how Alvaria can help you create lifetime loyalty through superior customer experiences. Let's talk!

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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 optimization 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

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Resources

Alvaria Omnichannel Agent Data Sheet

Alvaria Workforce Data Sheet