Within the tightly regulated and highly competitive utilities space, ContactEngine lets you hold more effective conversations with your customers, and helps you retain and gain more business. From onboarding to appointment scheduling, billing, and in-life customer care and support, ContactEngine’s utilities-specific proactive conversations benefit customers and providers alike.
Where ContactEngine fits in
Sales and onboarding
Our utility clients see immediate improvements in customer experience and efficiencies throughout the entire customer onboarding process.
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Churn reduction
All of our clients across industries recognize the value in customer churn reduction, and this enables us to take lessons learned in one sector and apply them to others.
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Regulatory compliance
Regulatory compliance requires traceability on any number of issues and varies depending on geography. All conversations ContactEngine holds are transparent. ContactEngine is white box, meaning its conversational algorithms are explainable and fully auditable, unlike many off-the-shelf black box solutions.
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Customer feedback
ContactEngine elicits customer feedback (NPS, VOC, CSI surveys) and escalates customers to an agent when necessary for immediate intervention. Surveys can be randomized or placed immediately post-event.
Our data driven insights for utilities
Building an effective churn reduction strategy
WHITEPAPERContactEngine works with many of the largest telcos and utility companies in the World. We examine some relatively novel techniques we have seen work wonders in churn reduction across many areas of the customer journey within our clients.
ContactEngine named a winner in 2020 Artificial Intelligence Excellence Awards
NEWSContactEngine picks up another award for its AI technology advancements in Human-Computer Rapport
Telecoms Changing the Game with Intelligent Proactive Conversations
VideoChaired by ContactEngine's Director of Customer Success, Alicia Sonde, this webinar sees Chris Shave, Manager of the Program Office at our client Telus and Dana Scott, Managing Director of our partner Accenture discussing their experiences of maintaining ‘small business charm’ by initiating proactive conversations with their customers, whilst seeing some really remarkable results in the field, and for their agents, immediately after deploying ContactEngine.
Proactive CX Isn't About Inbound Call Reduction
Video…it’s about reducing the time-consuming, low-value, transactional interactions and providing an excellent, stress free customer journey, turning your contact centre from a cost centre to a revenue generator. This webinar sees Euan Matthews, Director of AI and Innovations at ContactEngine, and Melanie Turek, VP of Research for Connected Work at Frost & Sullivan, discussing the key differences between reactive and proactive CX, along with some present and near-future use cases across a number of industries including Telco, Healthcare, Retail and Travel.
