Utility 360

kiadó: Cognizant

Utility 360 focuses on Utility sector client experience programs to raise satisfaction & reduce cost

Utility 360 (U360) is a service based module that provides a single view of customer, omni channel contact centre and analytics driven Insight.

U360 Key Deliverables include:

    • Integrates all customer interactions from any channel (voice, SMS, web chat), anytime, anywhere.
    • Creates proactive experiences by determining the next best interaction with your customer based on insights
    • Offers unified agent experiences using MS Unified Service Desk capability and enables operation in multiple sessions

U360 Benefits include:

    • Guided scripts for agents and helps them to capture call notes.
    • Single view of Customer providing the following
      • account summary, including billing details
      • timeline for all inbound and outbound activities
      • payment details
      • billing preferences
      • account statements
      • meter reads
      • consumption history
      • tariff information
      • contract history
      • key graphical indicators
      • historical cases
      • complaints
      • compensations
      • business processes

U360 serves to self-service, increases customer satisfaction, reduces complaints and increases customer loyalty.