ATLANTA – Utilities are continually striving to find ways to please the consumer, and technology can be an enabler toward that goal. Chartwell research finds that utilities have progressed with respect to innovation in their customer contact centers, and those innovations focus on efficiencies and self-service.
In The Chartwell Report on Customer Contact Center Technologies, Chartwell reports that more than half of utility companies have an Interactive Voice Response Unit (IVR) in place. Technologies such as interactive outage reporting and voice recognition in the IVR are also on the rise, the report says. More than half of utilities surveyed also report having online service options for their customers.
The 37-page industry report also highlights the need for integration of call center technologies such as IVR, computer telephony integration (CTI) and CIS with geographical, financial, outage management and field workforce management solutions.
In addition, The Chartwell Report on Customer Contact Center Technologies contains five case studies on customer care center innovations, including a look into the internally developed innovations at Illinois Power, and the strategies behind the Los Angeles Department of Water and Power’s planned implementation of the front-end CRM application from Siebel Systems.
The Chartwell Report on Customer Contact Center Technologies is part of the Chartwell Customer Care Research Series and is available to non-members for $250. For more information. For subscription or membership information, call at (800)432-5879, or (404)237-9099.
Press contact: Dennis Smith (404)237-9099.
