Energy & Utilities

Improve first call resolution and reduce the cost-to-serve by uncovering common call drivers, such as issues with billing, troubleshooting, or service changes, and systematically fixing them.

Correlate rich call metrics with speech analyses from customers and agents to determine top areas for agent improvement, freeing up time to do side-by-sides or develop training materials.

Detect, rapidly respond, and fix root causes of the highest cost, repeat phone calls.

Capture real-time signals and enrich with operational data for a holistic view of residential and business customers.     

Provide service teams with deeper visibility into root causes of friction.

Alert the appropriate service teams and prompt them to take action to prevent escalations and remediate friction in real time.

Capture and act on feedback across the employee lifecycle, including talent acquisition, onboarding, training, and development, offboarding, and separation.

Assess key drivers of employee engagement and drive actions for ongoing enhancements.

Solicit, capture, and analyze employee ideas and suggestions on how to improve satisfaction and solve systemic challenges.