We provide effective customer contact solutions for your Utilities Contact Centre. Your organisation needs to be responsive to its customers and resolve issues straight away by applying the right tools.
Against a backdrop of growing disruption, price caps and tight regulations, standout customer experience is a clear differentiator for utilities providers. In fact, it’s the key to competitive advantage in almost every industry.
How we can help you to optimise your utilities Contact Centre
When it’s easier than ever for customers to switch providers, winning customer loyalty and trust are key to maintaining a sustainable competitive advantage – delivering exceptional customer experiences is vital.
Complex infrastructure
While technology plays a major part in the transformation of the customer experience, utilities organisations do not necessarily need to overhaul their entire infrastructure. We are experts in driving both evolution and revolution approaches for transformation.
Customer acquisition & retention
We help utilities to offer a modern customer-centric approach, delivering personalised, timely services on all channels and empowering customers to manage their service and usage experience
Standout customer experience is a clear differentiator for utilities providers
Cost reduction
Improved efficiency and cost reduction are high on the agenda for insurers. We are well placed to advise and implement new services and capabilities that align with business and sector requirements, delivering the agility to meet new market opportunities.
Security & compliance
Risks to systems and data present an ongoing challenge. We take a holistic approach to security, incorporating data management, systems access, operational effectiveness and real-time monitoring to reduce risk and ensure compliance.
Get in front of the right customers with timely, relevant interactions
Managing peaks
Peak periods are the key test of customer experience. By improving demand visibility through accurate forecasting and real-time data, it is possible to manage peaks without impacting cost or service.
Streamlining the customer experience in the Contact Centre
The chatbot designed for Northern Ireland Water handles 2500 – 3000 customer interactions per month and answers 93% of questions asked, reducing pressure on NI Water’s Contact Centre. With the use of AI and machine learning, the chatbot also actively analyses questions and responses, enabling NI Water to increase its understanding of customer intent and ensure the chatbot increases in accuracy.
Consultancy services for Utilities
Our consultancy and technology solutions help utilities to capitalise on existing investments and provide guidance on digital and cognitive solutions that improve efficiency and profitability.
Effective contact solutions for your Utilities Contact Centre.
Contact us to find out more
Latest updates
News
Royal Holloway, University of London selects IPI’s ElasticCX Service Recovery for contact centre support during the Clearing and Confirmation period.
Blog
The golden quarter is where technology deployments can be most effective in streamlining customer journeys at a time of peak demand.
Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.
