Utility organisations are responsible for the reliable provision of gas, water, electricity and nuclear energy to domestic and corporate communities through a variety of generation, transmission, distribution and supply channels.
With growing liberalisation yet increasing regulatory and environmental constraints, the competitive pressures felt by utilities worldwide are intensifying. They are forced to take on new markets in addition to defending their home territory against new entrants who are driving down prices and offering new and innovative services.
Customer management and services
Utilities must secure customer retention by making it easy to do business with their organisation and access a wide range of attractive, value-added services. Contact centres can manage customer contacts efficiently from a single point, centralising handling of enquiries and transactions by telephone, over the Web or other emerging media.
Integrated communications technology and web-based interaction channels make it financially viable for utilities to enable customers to get in touch and carry out transactions whenever they choose, 24 hours a day, seven days a week. Sophisticated IVR systems allow customers to leave meter readings or pay bills quickly and easily, whilst intelligent routing ensures that a customer is always directed to the agent best equipped to deal with their enquiry or request.
Network optimisation and management
By leveraging integrated and robust voice, data and multi-media networks, utilities can improve communications between sites, plants, offices and partners, as well as increase the reliability, uptime and cost-effectiveness.
Increasing efficiencies and reachability
Providing employees with the freedom to work on the move is critical. Ensuring that staff can get hold of colleagues and information at the precise point it is needed boosts productivity, increases morale and generally contributes to providing higher service levels. Innovative wireless solutions that connect people, not locations, make staff reachable at all times via a single personal number.
Asset and network management
In addition, utilities need to continuously measure and review their network and system performance to ensure it is running efficiently and reliably. Advanced solutions enable utility companies to oversee their entire operations from a single, user-friendly and reliable interface.