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.

Utility 360

avtor: Cognizant