Jacada for Utilities
Leading public utility providers, like Central Hudson Gas & Electric, recognize that providing top-notch, "always-on" services along with a competitive pricing model go far in securing a loyal, satisfied customer base. CSRs (customer service representatives or agents) are often faced with customers who are not content with their level of service, so providing the best possible interaction becomes doubly important.
Achieving customer service levels is a strategic initiative as it can often impact the service provider’s ability to gain approvals for rate increases and investments. And the inherent risks associated with providing gas, electrical and water services requires that the provider do everything within its power to properly automate, monitor and enforce critical policies and procedures. If these procedures are left to the CSR to remember and execute manually, the provider is at significant risk of not meeting regulatory requirements.
Jacada works with many utility companies encumbered with legacy systems and complex processes. For most of these companies, the cost and risk associated with updating or replacing these systems is too much to bear. Yet the pressure to improve customer service, and to automate and standardize processes to satisfy regulatory requirements, requires immediate action.
Public utilities have turned to Jacada for our expertise and award-winning, non-invasive unified service desktop solutions, which deliver an improved customer service experience and reduced operating expenses through more automated and efficient customer interactions.
Why Jacada Solutions for the Utilities Contact Center
- Improve customer service levels and the customer experience
- Ensure compliance through scripting and process flows
- Audit trails and compliance monitoring
- Reduce training costs and ramp up time for CSRs
- Lower call-handle and resolution time
- Charlie Freni, senior vice president of Customer Services,