VertexOne Multichannel For Utilities

Phone, email,

SMS, live chat:

yeah, we’ve got

a lot of ways to

create happy

customers.

VertexOne™ MULTICHANNEL FOR UTILITIES

Customers today expect to interact with their utility across multiple channels. And utilities are employing

new capabilities to answer the call (and text, and email, and chat request). As call centers change into

interaction centers, utilities must manage all those channels, providing a seamless customer experience and

getting the most from every interaction, not simply trying to keep up with them.

VertexOne Multichannel for Utilities offers not only the ability to enable multiple channels for your

customers to engage with you, our solutions provide your agents with the power to deliver uncanny service

levels, and your customer service executives the insight to optimize the channel mix so everyone’s getting

the most from the added engagement types.

What is VertexOne Multichannel for Utilities?

VertexOne Multichannel for Utilities is a platform to monitor, manage,

and optimize the delivery of customer multichannel experiences. Our

multichannel solutions help you address all facets of increasing the number

of customer interaction channels:

• Customer Advantage

Our channel enablement solution gives you more ways to say hello to

your customers

• Agent Advantage

Turn your call center agents into multichannel agents by providing them

with insights about a customer’s engagement before they’ve reached the

call center

• Interaction Advantage

See how and when channels are being used to optimize for greater efficiency

Offered as a service, VertexOne Multichannel for Utilities helps you turn up

the dial on customer satisfaction quickly and affordably. Not only will your

customers be happier, but we’ll keep you happier too because we host and

manage the technology.

VertexOne is a technology

breakthrough for the utility

industry. Now you don’t have to

wait any longer for a world-class

customer experience solution,

and neither do your customers.


VertexOne Customer Advantage

Now you can connect with customers through multiple channels. Including

the one they’ll actually respond to.

When your customers are asking for more ways to communicate with you—

web, chat, text, mobile, IVR, as well as the call center—you can respond

with a resounding “yes” with VertexOne Customer Advantage, which

provides the channel enablement needed to meet the expectations of all

your customers.

VertexOne Customer Advantage makes it easy for you to engage with your

customers and offer them a modern customer experience. It also makes it

easier for your customers to engage with you. This could be the beginning

of an even more beautiful relationship.

VertexOne Customer Advantage provides:

• �Online customer self-service portal — Customers can access a full service

portal to create and update their user profile, access account summaries,

view consumption and billing details, view payment history, pay their current

bills, create payment arrangements, chat, and sign up for proactive alerts

and notifications.

• Paperless billing — Customers can sign up for paperless billing online,

receive a link to their online bill via email each month, or receive their

bill as a secure email attachment with a direct link to make payment.

• Easy enrollment — Agents can automatically create an online account,

sending a link to the customer to log on to the self-service portal for the first

time while talking to them on the phone—a process proven to dramatically

increase adoption and lower call volumes.

• Proxy logon — When customers need help with online self-service, your

agents are able to sign into the system as the customer to quickly resolve

the issue.

• Mobile self-service — Provide access to all the features and functions of the

self-service portal to customers on-the-go through their mobile devices.

There’s more than one path

to happier customers

Agent Advantage

Deliver a seamless and efficient customer experience across every channel your customers use.

Now that you’ve added more channels for your customers to engage with you, how do you ensure your

agents can deliver a seamless and efficient customer experience? VertexOne Agent Advantage turns your

call center into a multichannel interaction center, serving up insight about a customer’s engagement with

you no matter what channel they’re using, providing a personalized and seamless customer experience.

Your agents will be able to provide timely customer insights, and can answer, hold, conference and transfer

calls without looking up individual contacts or even taking their hands off the keyboard. While the

technology may be invisible to your customers, they will definitely notice the amazing customer service.

VertexOne Agent Advantage provides:

• Intelligent routing & automation — Powerful processes to authenticate

customers and route work to available agents based upon their skills

and availability.

• The agent toolbar — Your agents can have the right information and tools at

their fingertips to quickly and effectively enhance the customer experience.

With Agent Advantage on your side, your utility will gain the following benefits:

• Improved customer experience

• Increased first-call resolution

• Greater agent utilization

• Lower average handle times

• Reduced after-call work


Agent Advantage provides agents with contact history data for a seamless and personalized

customer experience.

Interaction Advantage

When you know how and when your multiple interaction channels are

being used, you can make some pretty smart decisions.

With customer engagement across multiple channels now flowing,

utilities will need to manage and optimize the channel mix. VertexOne

Interaction Advantage captures a complete history of customer

interaction across all channels with reports and dashboards that provide

analysis of the number, type, and outcomes of interactions by channel.

With that insight, you’ll be equipped to identify effective self-service

opportunities that improve the customer experience and the bottom line.

VertexOne Interaction Advantage provides:

• Interaction history – A complete history of customer interactions across

all channels including voice, IVR, web, and social media.

• Standard reporting & dashboards – Standard reports and dashboards

that show the number, type and outcomes of interactions.

• Advanced analytics & insight services – Advanced analysis services that

show interaction distribution patterns across channels, by time of day

and day of week, accompanied by prioritized recommendations for

ongoing optimization.

Interaction Advantage helps you:

• Increase self-service

• Improve your customers’ experience

• Reduce call volumes

• Decrease cost to serve

Offer multiple channels to your customers and get singular benefits,

with VertexOne Multichannel for Utilities.

CONTACT US

MICAH DEHENAU

Vice President, Analytics &

Consulting Services

[email protected]

248-410-3132

SAURABH PARASHAR

Director of Client Partnerships

[email protected]

469-774-9144

vertexone.net


Documents

VertexOne Multichannel For Utilities