Utilities

Overview

With increasing competition in deregulated energy markets, energy suppliers are trying to address the need to innovate and the need to economize at the same time. Both the rapid growth in newer technologies and shifting customer expectations are forcing the utility industry to rethink the customer relationship. Yet in the utility industry, after deregulation, there is a customer expectation gap of 71%, indicating that the utility industry is lagging in customer experience relative to the expectation of all industries

To overcome this challenge, VOZIQ reimagines how customer experience can be enhanced, with its advanced AI technology, by focusing on uncovering early dissatisfaction drivers across the whole customer lifecycle. This enables operational leaders within the utility industry to proactively provide differentiated treatment to dissatisfied members even before they complain.

Spot early signs of churn risk from unstructured data

4+ machine learning models for lifecycle risk prevention

Predictive IVR routing for proactive inbound retention

Team of data scientists to accelerate program success

Utilities Use Cases

Track Risk by Products/Plans and Call Reasons

Reveal which products/ plans are driving churn risk

Address Churn due to Relocation

Create opportunities for relocating customers to transfer their services

Understand Risk Drivers

Reveal complex risk patterns for multi-dimensional root cause analysis

Reduce Customer Effort

Identify drivers of effort with repeat call mapping to simplify internal processes and complaints handling

Identify Trending Topics

NLP for automatic topic identification from customer interactions

Discover Addressable Churn

Score quick wins by identifying customer segments that have addressable churn risk

Build Competitive Intelligence

Monitor and benchmark competition to maintain cost competitiveness and stay ahead of the curve

Attain Operational Excellence

Track and improve service productivity by correlating care agents performance with business metrics

Lower Care Costs

Identify friction points and design self-service options to improve processes like better complaints handling and reduce outage calls to service centers

Handpicked Insights

Enterprise Solution Overview
Forrester 2018 Predictions: Insights that can Catalyze Actions in your Industry
It is time to reinvent your customer retention strategy

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