Utilities

To sustain leadership, utilities must provide great service while reducing costs.  Even a slight improvement in customer satisfaction can have a significant positive impact on market value growth.  Yet, economic and competitive challenges are creating pressure for utilities to reduce operating costs.  Since contact centers consume 40% of a typical utility’s total overhead, it’s crucial for utilities to optimize their customer service delivery to ensure customers’ increasingly high service expectations are met within budget. 

Genesys customer service solutions allow utilities to meet customer expectations and generate new revenues by working leaner, faster, and smarter than ever before. Intelligent self-service options reduce call volume and allow customers to access information at their convenience. Proactive contact reduces the cost of missed appointments and bad debt. Customer callback options and the addition of outsourced and at-home customer service agents ― who can handle interactions on-the-fly as they are needed ― cut the costs of handling call spikes. The ability to integrate resources, contact center capabilities, and business processes increases efficiency across the organization.