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