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.
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, 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.
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.
Industry-Leading Features to Keep Customers Informed
Our products and solutions help your agents and self-service customers get better results. Let us help you tailor a solution for your specific business needs.
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.
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.
Integrated databases end sure that records are updated in real-time as calls are completed to avoid inappropriate or unnecessary outbound calls.
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 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