Contact Center Solutions for Utilities

Historically, utility companies have faced limited obstacles in regards to customer acquisition and retention. This is understandable due to the captive customer base, a cost-plus pricing entitlement and an infrastructure with no threat or competition. Today, however, this level of comfort is changing due to the regulatory and competitive pressures for virtually all segments of the industry – including electric, gas, cable and water. As a result, the need to provide customers with enhanced service while containing costs has continued to rise.

Utilizing a variety of communications channels, including phone, web and email, today’s customers expect 24/7 access to billing, outage, payment and reporting information. Your organization can help meet these expectations through well-designed self-service applications that provide the convenience of anytime access, reduced wait times and support from informed agents. Whether they provide electric, gas, water or any combination of services, leading utilities leverage Syntellect solutions to improve customer service, satisfaction and retention while improving efficiencies and reducing operating costs.

Syntellect is a leading provider of powerful, automated live and self-service solutions to the utilities industry. We have created a full range of contact center solutions to help utilities deliver exceptional customer service. Leveraging more than two decades of experience, Syntellect continues to serve a variety of clients, including: Global Water, Wisconsin Public Service, We Energies, Rappahannock Electric Cooperative, The Southern Company, Los Angeles Department of Water and Power, Southern California Edison, MidAmerican Energy and Dayton Power and Light.

Features of Syntellect's solution for Utility providers:

• Account Inquiry 
• Automated Bill Payment 
• Outage Reporting 
• Restoration Callback 
• Collections 
• Meter Reading 
• Call Before You Dig 
• Move In, Move Out 
• Name and Address Capture 
• Employment Applications 
• Technician Scheduling 
• Field Reporting 
• Energy Conservation Hotline 
• Customer Survey

Visit the Contact Center Resources section to discover more about Syntellect's customer interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

Partial list of Syntellect's utility clients: