ibex is Revolutionizing the Utilities Marketplace with a Full Range of Customer Experience Solutions
March 23 2023 - 9:00AM
ibex (NASDAQ: IBEX), a leading global provider of business
process outsourcing (BPO) and customer engagement technology
solutions, today announced that major utilities across North
America are benefiting from its end-to-end customer experience
solution. ibex’s CX for Utilities suite offers a range of
services—including New Connections Concierge, Sparked Marketplace,
Mindshare Digital Outreach, and RefleCX—designed to help utilities
deliver added value beyond the meter, improve CSAT scores, and
increase incremental revenue, setting the stage for lifelong
customer engagement. All told, ibex CX solutions for Utilities are
helping major utilities transform the customer experience for more
than 30 million households in North America.
“Forward-thinking utilities are embracing a new era of customer
engagement, venturing beyond the confines of traditional commodity
solutions to foster a more personal and innovative connection with
their customers,” said Mark Wilkinson, SVP Products, ibex Digital.
“At ibex, we’re proud to be at the forefront of this
transformation, empowering utilities to go beyond-the-meter and
enrich the customer experience at every touchpoint along their
journey. We’ve seen great success in this approach, and we’re
committed to driving even more meaningful outcomes for our utility
partners and their customers in the years ahead.”
ibex’s first beyond-the-meter solution is New Connection
Concierge, which provides utility customers with a world-class, new
customer experience right from the start. New Connection
specialists, based at ibex’s Utility Center of Excellence, support
new utility customers to connect all of the essential home services
to their new residence. ibex’s trained solution specialists help
customers find and connect services like Internet, TV, wireless,
home security, and even service plans from their utility to help
them feel at home in their new residence. Current New Connections
clients include several of the largest investor-owned utilities
(IOU) across the nation, and the leading deregulated energy
provider in the United States.
As more consumers turn to self-service options online, having a
fresh, modern and user-friendly online storefront is essential for
building continual customer engagement. ibex’s Sparked Marketplace
is a turnkey e-commerce solution that helps utilities deliver a
modern marketplace to their consumers for all their
beyond-the-meter solutions, including Energy Efficiency, SmartHome,
Home Connections, and Service Plans. ibex’s white-label marketplace
solution is designed to be revenue-positive from the start,
enabling utilities to achieve “escape velocity” for long-term
success. The ibex marketplace platform powers the flagship utility
marketplace for the leading IOU in the mid-Atlantic, which serves
more than 5 million residential customers in five states.
With CSAT so critical to every aspect of utility operations,
ibex is launching RefleCX for Utilities, a “CX as a Service”
solution that delivers the capabilities of an enterprise class
Voice of the Customer solution customized for the utility customer
lifecycle.
“RefleCX for Utilities enables our utility partners to launch
interactive surveys at every milestone along the customer journey
and provide real time telemetry on the utility CX,” added
Wilkinson. “RefleCX delivered more than 20M surveys in heavily
regulated industries with sensitivities to JD Power and CSAT
scores, so making it available to the Utility community and their
unique needs is a gamechanger. With the advanced capabilities of a
full stack CEM solution, including dynamic survey questions, branch
logic, and text & sentiment analysis, ibex delivers all of the
features that utilities need at a fraction of the cost of DIY
projects.”
“As technology rapidly advances, our mission is to equip
utilities with cutting-edge solutions that future-proof their
business and deliver an unparalleled customer experience,” said
Jeff Cox, President, ibex Digital. “By creating modern and dynamic
platforms, we’re enabling utilities to stay ahead of the curve and
keep pace with the ever-changing expectations of their customers.
At ibex, we are proud to help usher in a new era of innovation and
excellence in the utility industry.”
About ibex ibex delivers innovative business
process outsourcing (BPO), smart digital marketing, online
acquisition technology, and end-to-end customer engagement
solutions to help companies acquire, engage, and retain valuable
customers. Today, ibex operates a global CX delivery center model
consisting of 34 operations facilities around the world, while
deploying next-generation technology to drive superior customer
experiences for many of the world’s leading companies across
retail, e-commerce, healthtech, fintech, utilities and
logistics.
ibex leverages its diverse global team of over 30,000 employees
together with industry-leading technology, including its Wave X
platform, to manage nearly 200 million critical customer
interactions, adding over $2.2B in lifetime customer revenue each
year and driving a truly differentiated customer experience. To
learn more, visit our website at ibex.co and connect with us
on LinkedIn.
Media Contact:Dan
Burrisibexdaniel.burris@ibex.co
Investor Contact:Michael
DarwalibexMichael.Darwal@ibex.co
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/f71dc29e-7b75-4c85-99e2-1b95ebde2a90
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