Utility 360

Utility 360 (U360) is a service based module that provides a single view of customer, omni channel contact centre and analytics driven Insight.

U360 Key Deliverables include:

• Integrates all customer interactions from any channel (voice, SMS, web chat), anytime, anywhere.
• Creates proactive experiences by determining the next best interaction with your customer based on insights
• Offers unified agent experiences using MS Unified Service Desk capability and enables operation in multiple sessions

U360 Benefits include:

• Guided scripts for agents and helps them to capture call notes.
• Single view of Customer providing the following
  • account summary, including billing details
  • timeline for all inbound and outbound activities
  • payment details
  • billing preferences
  • account statements
  • meter reads
  • consumption history
  • tariff information
  • contract history
  • key graphical indicators
  • historical cases
  • complaints
  • compensations
  • business processes

U360 serves to self-service, increases customer satisfaction, reduces complaints and increases customer loyalty.