Deliver first-class customer service
Today’s utility customers expect more ways to connect, faster response times, more personalized experiences, and robust self-service options. These expectations are forcing utilities to evolve by improving their customer service toolset and seeking ways to effectively use these tools to best connect with and serve customers.
This evolution isn’t just about adapting to technology; it’s about anticipating and exceeding the ever-evolving demands of today’s utility customers.
Powered by Microsoft, Itineris offers UMAX Engage and UMAX Empower to meet these high expectations.
Connect with customers on their channel of choice
Provide your customers with the convenience of connecting via their preferred communication channel – whether through traditional channels such as voice (phone) and SMS, through digital channels such as chat / chatbot and email, or through social media channels such as Facebook, WhatsApp, and X.
Boost agent productivity
Use natively embedded Copilot capabilities to accelerate agent-assisted service and reimagine agent productivity. By leveraging internal knowledgebases, historical cases, and data from customer interactions and trusted websites, Copilot consistently empowers agents by providing personalized, grammatically correct, and relevant responses to conversations and emails.
Learn and improve through customer feedback
Leverage Dynamics 365 Customer Voice to consistently exceed customer expectations by automatically triggering post-conversation surveys. This feature also supports inline surveys for web chat, embedded link-based surveys, and offline surveys.
Give customers the power of data
The UMAX Empower web portal puts the power of data into the customer’s hands. Customers can view billing statements, history, and consumption; make payments; submit requests; perform rate comparisons; set up payment arrangements and payment plans; initiate account moves; and much more.
Enhance interactions through Intelligent Virtual Agents (IVA)
Augment traditional customer self-service portals by enabling intelligent self-service options with Copilot-powered, natural, human-like interactions across all channels. Transition from traditional Interactive Voice Response (IVR) to native Intelligent Virtual Agents (IVA) with natural language processing from Nuance for conversational AI.
Improve efficiencies
Reduce contact center volume and provide 24/7 support through robust and personalized self-service experiences powered by generative AI.
UMAX, a powerful solution for utilities
UMAX is the modular utility platform designed to simplify even your most complex challenges.
Whether you need to use data-driven insights to personalize the experience of your customers to boost customer satisfaction, to empower your customers through intelligent self-service, or to produce 100% accurate billing forecasts in real-time, UMAX is the platform for you.
Speak with an expert
Let’s discuss how Itineris can improve your customer experience with UMAX Engage and UMAX Empower!
