Your Challenges

For utilities and field service organizations, customer department has some additional challenges in case of urgency has to be provided as a gas leak or power outage needs to get quickly to the right person at any time of day. In addition, we can list the following challenges:

  • The right technician needs to be allocated
  • It needs to be properly briefed so that the issue can be resolved during the visit
  • Field engineer visits is a high cost to utility companies
  • Avoiding unnecessary call-outs is a key business priority
  • Manage opportunities to up sell and cross-sell
  • Drive complex processes
  • Respect consistent, accurate levels of service and support

In those times of great competition where even a long term energy provider can be swapped at the click of a mouse, it is important to keep all those challenge under control and we do that.

Our Solutions

Skills-Based Routing: Routes communications to the best available Government Contact Centre resource to answer the question or solve the problem.

Integrated Call Line Identification (CLI): Provides employees with real-time access to caller information from the CRM database, for faster and more accurate issue resolution.

Emergency Procedures: Supports automated notifications via phone, e-mail, SMS, or other channels, segmented by language or affected area, and handles the ""return wave"" of responses without tying up Emergency lines.

Multi-Channel Conversations: Creates a seamless conversation with customers over phone, FAX, email, text messaging (SMS), or chat, improving responsiveness while streamlining costs.

24/7 Virtual contact centre: Creates virtual call centres that allows distributed customer service and branch agents to work as a single team and over various sites.

Pre-notifications: Customers are warned via phone, email, or SMS (text messaging) before technicians are sent in the field for customers visits. This prevents customer absences and increases profitability of field operations with proactive notifications.

Back Office Integration: Nixxis Contact Suite integrates your internal business processes (CRM, ERP, Billing, Reservation system) to ensure the right resources receive the most important tasks at the right time, regardless of location or channel.