AI, Hyper Analytics and Hyper Automation for
Automated Notifications, Alerts & Response Management
Energy companies, public utilities and rural co-ops can leverage OnviSource technologies to improve CX and customer satisfaction.
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Notification, Alerts & Response Management
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CX Management & Insights
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Customer Surveys & Feedback
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Employee Interaction Performance Improvement
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Intelligent Call Routing
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Self-Service using Intelligent Virtual Agents
Considering customer demands for better services and the critical nature of energy and utility communications, our AI-driven Hyper Analytics and Hyper Automation building block applications are highly effective in delivering exceptional CX.
Automated Notification, Alert & Response Management
Automated Communications
An automated notification solution can send out alerts such as service disruptions, billing information, energy-saving tips and more.
Additionally, personalized automated responses can address common customer inquiries, freeing up human resources for more complex interactions.
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Personalized Communication
Automation can facilitate personalized interactions with customers by sending out timely updates about outages, maintenance schedules, and billing information. This proactive communication keeps customers informed and reduces uncertainty, leading to greater satisfaction and trust.
CX Management & Insights
CSAT Insights
Analytics can analyze customer data to understand preferences, behavior, and needs. These insights allow front-office teams to tailor their communication and services more effectively, enhancing customer satisfaction.
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CX & Customer Journey Insights
Analyzing customer interactions before, during, and after service, can discover valuable insights into customer experiences as well as the performance of all agents, employees, and systems engaged throughout the customer journey.
Customer Surveys & Feedback
Automated surveys can solicit direct feedback that can be analyzed along with your data from all other customer touchpoints (calls, email, chat) to deliver insights regarding employee performance and customers’ preferences, behavior, and needs so teams can communicate more effectively, provide efficient experiences, and make data-driven decisions with a positive impact.
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Automation can trigger follow-up actions based on this feedback, showcasing the utility's responsiveness to customer concerns.
Employee Interaction Performance Improvement
Analytics identifies areas where employees excel and where improvement is needed, providing conclusive guidance for targeted coaching and training.
Performance Trends
Analytics can track employee performance trends over time, helping managers identify ongoing improvement opportunities or recognition for consistently high performers.
Intelligent Call Routing
Personalized Routing
Analytics informs call routing actions based on data and key performance indicators critical for evaluating the performance of centers and their ability to process service requests, thus avoiding frustrating transfers or extended wait times, and ensuring customers reach the most suitable agent as quickly as possible.
Automated Call Handling
Automation executes the routing of calls based on AI decision-making engines.
Self-Service using Intelligent Virtual Agents
Automated Customer Support
Utilize intelligent virtual agents to handle routine inquiries, leveraging natural language processing and automation for efficient self-service.
Analytics-Enhanced Virtual Agents
Continuously improve virtual agents using interaction analytics to enhance their responses and capabilities.
With automated notification and response management, utilities and cooperatives can improve CX, customer satisfaction, reduce response times, and enhance overall efficiency.
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Analytics and automation solutions enable more effective communication with customers by delivering insights and personalized information and services leading to better customer relationships.
Unique Customer Success Programs
We Make Our Solutions Work for You!
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Free consultation to identify areas of improvement.
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Try before you buy with our no-obligation Proof-of-Concept (POC) and demonstration of Return on Investment.
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Free 30-day hands operation assistance to on-board your team and ensure our solution is optimized to meet your needs.
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