UtilitiesGet Insights Into The Who, Why, What and How Of Your Customer Contacts

• Natural Language Call Routing

  Resolvity’s natural language call routing applications allow customers of utility companies to describe problems in their own words and routes them to the appropriate destination; for example callers can say “I want to pay my bill” or “I want to submit a meter reading” and get routed the to either an automated speech IVR application or to a live agent.

• Customer Care

  Resolvity can automate a significant percentage of customer care calls that are serviced by utilities in their contact centers. Some of the most common customer care scenarios that are candidates for automation are 1) simple billing/payment 2) outage notification 3) automated meter reading and 4) service starts and stops.

• Advanced Billing

  Resolvity can also automate calls that involve advanced billing questions. By integrating with the back-end billing system and incorporating company business rules around billing, these applications can help explain the bill, and provide answers to questions around changes to the bill. Resolvity can also provide automated solutions that enable customers to negotiate a payment plan or make partial payments.

• Moving Your Home

  Utilities process a large number of calls that are related to their customers changing their addresses. Resolvity has developed “ready-to-deploy” applications that enable utilities to partially or fully automate this process.

• Targeted Outbound Collections

  Revenue Cycle management is a constant challenge for utilities as collections cycles have been stretched in the current economic environment. Resolvity provides automated outbound collections calls that can incorporate sophisticated logic for negotiating payment plans or partial payments, thereby improving the efficiency of the collection process.

• Voice Verification

  Resolvity’s voice verification solution helps utilities enhance caller security while lowering the live agent costs associated with caller authentication.

  Listen to a Sample Outbound call that uses Voice Verification biometrics

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