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Intelligent Contact Center for Utilities

Improve agent efficiency and customer experience.

Deregulated markets are giving consumers and businesses more choices in their energy providers, so improving service to retain customers and market share is critical. However, manual processes and siloed systems hinder the ability to deliver a great customer experience.

Whether it’s customer billing, new service connections, or outage response, utilities are transforming the way they interact with customers—and opening up opportunities to offer new energy products and services.

With the Appian Intelligent Contact Center™, deliver an integrated experience across channels and touchpoints to improve how you service and advise customers.

Features at a glance:
  • Bring together data and interaction history for a unified customer view
  • Improve customer satisfaction by ensuring inquiries are resolved the first time
  • Deliver business impact with faster processing time, reduced operational costs, and improved agent and customer experiences
  • Support agents with an easy-to-use interface and intelligent recommendations
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Brief: Intelligent Contact Center for Utilities

Customer Story: GRDF Improved Customer Service Transactions

Website: Intelligent Contact Center

AppMarket: Scope IT Water Management System