Utilities Solutions

How Content Guru delivers award-winning communications solutions to the utilities sector

The Problem

  • Unpredictable, external circumstances can often lead to periods of high-intensity for contact centres, leaving them vulnerable to dropped calls, poor customer service, and regulatory penalties.
  • Surge events often stretch resources to their limits. The handling of these situations, particularly the length of wait and level of customer service, have quickly become key differentiators in a competitive and highly commoditised marketplace.
  • Utilities companies are stuck between two, equally costly, outcomes– having a large body of agents on stand-by for surge events or failing to provide adequate customer service when these events occur.

The Problem

  • Unpredictable, external circumstances can often lead to periods of high-intensity for contact centres, leaving them vulnerable to dropped calls, poor customer service, and regulatory penalties .
  • Although utilities contact centres usually receive steady and manageable amounts of traffic on a day-to-day basis, surge events often stretch resources to their limits. The handling of these situations, particularly the length of wait and level of customer service, have quickly become key differentiators in a competitive and highly commoditised marketplace.
  • Utilities companies are stuck between two, equally costly, outcomes– having a large body of agents on stand-by for surge events or failing to provide adequate customer service when these events occur.

The Solution

    • Through integration with back end systems, storm LOSS is capable of preventing unnecessary strain on contact centres.
    • LOSS, Content Guru’s award-winning utilities sector solution, intelligently recognises the occurrence and location of surge causes and is capable of contacting customers automatically by SMS, automated voice call or email to inform them of the situation, pro-actively informing them of the situation and preventing the need for them to call.
    • Should customers still need to call, storm intelligently recognises their location and plays them automated messages containing geographically-specific relevant information relating to their situation. These systems provide the customers with the information that they need whilst shielding the contact centre agents from a high intensity of incoming calls.
    • Content Guru’s LOSS proposition has been used by companies such as UK Power Networks and Scottish Power to improve the quality of their customer service during peak periods.


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Content Guru has been awarded Best Enterprise Vertical Market Solution at the Comms National Awards 2014 and earned it ‘Highly Commended’ placing in the Cloud Provider Innovation of the Year category at the 2014 UK IT Industry Awards for its utilities proposition.

Business Impact

  • storm, Europe’s largest cloud contact centre, has effectively unlimited capacity and is capable of immediately scaling to handle any surge events.
  • Integration with back-end systems means customers can get relevant information quickly and easily.
  • Easy-to-use interface enables rapid provisioning and updating of IVR scripts & SMS alerts.
  • CLI, keyword and speech recognition CLI, keyword and speech recognition help automate standard contact processes.
  • Real-time reporting enables you to identify points of failure and optimise service flows as incidents occur.
  • Historical reporting helps you optimise service day-to-day and prepare scripts for a range of common incidents.

How it Works

1. Services are provisioned from any location using intuitive drag & drop interfaces.
2. storm integrates with proprietary databases for access to customer details & up-to-date service information.
3. Live alerts & updates are distributed to customers via SMS, email and voice.
4. IVR gives inbound callers relevant information; keyword recognition automates SMS enquiries.
5. Optional integration with existing PBX or ACD can be used for termination, or replaced with equivalent storm capabilities.
6. Real-time and historical reports can be customised for every element of contact handling.