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British Gas appoints ContactEngine to streamline its appointment system

British Gas + Contact Engine

London -- ContactEngine, the customer communication technology leader, has announced that it has been appointed by British Gas, the UK’s largest and leading energy supplier to streamline its appointment setting, handling and communications process.

ContactEngine works with its clients to perfect their communication throughout the customer journey, holding automated conversations from the initial contact through to sales, installation, delivery and continuing subsequent conversations following the installation – including repairs, upgrades and maintenance.

ContactEngine’s appointment control system will be used to significantly improve British Gas’ customer communication for the heating service advisors who visit customers’ homes to discuss their new boiler requirements.

Home visit appointments are often cancelled, missed or delayed because of a number of reasons ranging from customers incorrectly inputting their address, forgetting the appointment date or time, or even changing their minds at the last minute. In order to pre-empt any issues that may arise, ContactEngine monitors changes in the British Gas Salesforce implementation to initiate automated conversations with its customers, confirming and validating appointments before they’re set to happen and then offering any time slots resulting from newly cancelled appointments to other customers in order to maximise engineer productivity.

Dr Mark K. Smith, CEO of ContactEngine, commented, “We’re thrilled to be working with British Gas, another feather in our cap, following a stream of successful partnerships with utilities and power companies. British Gas is a true leader in energy with a large workforce and a considerable number of customer appointments.”


About ContactEngine ContactEngine is a customer-conversation management platform. Pro-active and omni-channel, ContactEngine leverages natural-language processing and machine-learning so that global brands can transform their customer journeys. ContactEngine disrupts traditional call-centers, being a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, as well as improving the customer experience.

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