Utility organizations are now realizing that in addition to improved customer service and customer care, outbound customer communications can dramatically help to avoid the future high cost of customer contact and customer service. Traditionally, utilities have associated customer communication with immediate revenue generation (i.e. collection, dispute resolution), and with being event-specific or demand-driven. Now, there is a shift to recognizing communications as a resource to manage the customer relationship throughout the entire customer lifecycle. 

The role of conversation analyics

Conversation analytics can be used to understand the true Voice of the Customer and craft predictive, personalized strategies to manage future revenue and activities. Data can help to: 

  • Better understand customer journeys 

  • Put data at the center of decision making with a 360-degree view of the customer 

  • Identify and predict issues to resolve quickly 

  • Provide next-action guidance to agents 

  • Automate 100% QA process to ensure broad script adherence

Actionable Outcomes

Mine Customer Feedback 

Real-time customer feedback –>  

Quick and immediate action and reaction to risks and opportunities within the call 


Improve Outcomes 

Customer response analysis ->  Quick adjustments and improved campaign decisions

Enhance First Call Resolution 

Real-time customer feedback –>  

Address complaints and improve first call resolution 


Assess Sentiment 

Deep, granular customer insights → Predictive customer experiences 

Improve VoC 

Deep, granular insights –> Improve Voice of Customer program

Track Trends 

Enhanced understanding of customer and environmental trends and contexts → 

Informed decision-making