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Increasing competition in the Utilities industry is forcing providers to become more focused on differentiating themselves from each other. At the same time, customers are demanding better service. Handling both of these issues without an expanding operating budget is a tall order in any business. Add in unpredictable call volumes from unforeseen service outages and increasing customer service level mandates by state regulatory agencies and it is easy to see Utilities providers have a clear need for call center improvement.
MicroAutomation understands the special needs of the Utilities industry. We have over 15 years of experience and expertise in the design, architecture, development and implementation of complex call center solutions. Our solutions have time and again provided a clear return on investment, improved self-usage rates, increased customer satisfaction and improved the overall operations of Utilities call centers.
Call center solutions from MicroAutomation focuses on enhancing the caller experience by offering: 1) Self-Service options that use enabling technologies such as speech recognition, developed specifically from the needs of your callers and provide accurate customer satisfaction tools. 2) Improving live agent efficiency through the use of Call Control options. This reduces the need for callers to re-state information or for agents to re-route the caller and improves the overall customer experience. 3) Analytics and Reporting tools to assess, manage and refine the solution in real-time and historical views to improve the overall performance of your call center. All of these capabilities are integrated into your existing infrastructure by our award-winning professional services team and are easily configured or customized based on your specific business needs.
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