Challenges:

Taking into account the challenges of the liberalization, the new competition(competence), the environmental worries and the increasing demands of the clients, the companies of utilities must confront difficulties that they do not find in any other sector, as well as:

• Better administration of the Contact Centers
• Optimization in the methods of client's capture.
• Efficiency at the moment of management of the delinquency.

To highlight:

• The solution can identify the customer by his phone number or by IVR .By this way we attempt to give priority to the call,routing the appropriate operator and the option of customising your greeting message.
• In the case of abandoned calls, the system can automatically generate an answer call when any agent is available or in a specific slot.
• An automatic reminder via several channels (Calls,SMS,e-mails) of appointments,follow-up,changes,emergencies...
• Customer identification by code or membership loyalty card.
• An automatic reminder via several channels (Calls,SMS,e-mails) of appointments,follow-up,changes,emergencies...
• The system is multi-client, so the same operator can attend in differnet languages.