Oracle Agent Service combines Fusion CX and
utility applications to improve customer service while boosting
sales
NASHVILLE, Tenn., June 27,
2022 /PRNewswire/ -- Oracle Utilities Edge --
Oracle today announced Oracle Utilities Agent Service, a new cloud
application specifically for utility customer service teams. Agent
Service brings billing, usage, and interaction history together in
a single dashboard to provide agents a holistic view of each
customer. Combined with new AI-powered tools that guide agents to
the 'next best action,' the application helps agents resolve
customer issues faster, while being able to recommend relevant new
services. For example, while helping a customer resolve a billing
issue, an agent can notify the customer of a higher trending bill,
identify ways to reduce the bill, and either enroll them in a new
rate plan based on their usage patterns or provide a rebate.
With the new cloud application, agents can easily see how
customers are interacting with the utility across all available
service channels, including phone, web, email, chat, and SMS. This
helps agents aid customers wherever they left off in the process,
like getting stuck setting up an online account and needing to
continue over the phone. The new agent desktop application
simplifies navigation for agents and helps utilities reduce
employee training time, while increasing their productivity and
satisfaction.
Agent Service is the latest offering in Oracle Customer
Experience (CX) for Utilities, a suite of integrated CX and
utility-specific cloud applications that help water, gas, and
energy providers boost results while delivering better experiences
to customers.
"Celsia is changing rapidly to meet customer needs and
introducing a new product or service nearly every four months,"
said Ricardo Sierra, CEO, Celsia.
"Our legacy system had many challenges and we wanted to provide
customers and clients with reliable information, along with
personalized offerings. We were looking for a specific solution to
enable us to compete in this market and wanted a strong partner
committed to innovation. Oracle's CX for Utilities suite is the
best long-term solution to help us solve these tough problems and
better serve our customers."
Engaging customers across experiences
Oracle CX for
Utilities is supported by proven CX and operational technology
built for utilities, including billing, rating, payment processing,
collections, advanced metering, and energy efficiency. By unifying
customer data across operational, sales, marketing, and customer
service solutions, the suite helps teams use each customer's
complete profile to improve sales and service interactions and
tailor communications and campaigns across every channel.
For example, using disaggregation, a utility provider identifies
that a customer has likely purchased an electric vehicle (EV),
leading to a higher monthly energy bill. With this intelligence
available directly in the dashboard, agents can provide the
customer helpful suggestions on when to charge the EV based on
their current rate plan, as well as guidance to enroll the customer
in a Home Energy Report program specific to EV-owners. This is just
one of the hundreds of connected experiences utilities can deliver
with Oracle CX for Utilities through better:
Customer service: With an AI-powered agent service
solution, Oracle CX for Utilities arms service agents with
context-aware information so they can speed resolution times and
deliver more value to customers. In addition, self-service digital
web tools and chatbots make it easy for customers to act on their
own to resolve questions and manage their account in their channel
of choice.
Personalized marketing: The platform unifies
customer data from multiple sources so utility providers can
effectively communicate with the right customers, improving
campaign response rate. Using marketer-friendly tools to segment
customers and create filters, triggers, and profiles, utilities can
quickly generate personalized campaigns that respond according to
each customer's preferences—such as location and communication
channels—and use real-time insights to track their performance.
Sales effectiveness: A complete view of customer accounts
and insights derived from AI provide sales teams with the
information they need to make better recommendations. The suite
gives managers the tools to better understand their accounts and
proactively engage as trusted advisors with customers, even as
their needs change.
"You can't effectively use a standard CRM system to do a utility
job," said Rob Tarkoff, executive
vice president and general manager, Oracle Advertising and CX. "CX
for Utilities, with the addition of Agent Service, unites Oracle's
40-plus years in operational utility technology know-how with
leading CX capabilities to engage utility customers in new ways
that compel them to act. Whether a utility is trying to lower their
service costs, increase uptake of new offers, or meet aggressive
decarbonization goals, only Oracle brings all the applications and
data together in an AI-backed framework to bring customers along on
this digital journey."
Oracle CX for Utilities was named a leader by IDC in both its
recent MarketScapes for Utilities Customer Experience
Management1 and Digital Customer Engagement
Solutions2. To learn more about Oracle CX for Utilities
visit https://www.oracle.com/industries/utilities/customer-experience
or see the platform in action at https://bit.ly/3uUF43j.
- IDC, "MarketScape: Worldwide Customer Experience Management
Solutions for Utilities 2021 Vendor Assessment," Gaia Gallotti, Jean-François Segalotto, and
Gaurav Verma, June 2021 (Doc # US46154220)
- IDC, "MarketScape: Worldwide Digital Customer
Engagement Solutions for Utilities 2021 Vendor
Assessment," Gaia
Gallotti, Jean-François Segalotto,
and Gaurav Verma,
June 2021 (Doc
#US46149620e)
About Oracle
Oracle offers integrated suites of
applications plus secure, autonomous infrastructure in the
Oracle Cloud. For more information about Oracle (NYSE: ORCL),
please visit us at oracle.com
Trademarks
Oracle, Java, and MySQL are registered
trademarks of Oracle and/or its affiliates.
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SOURCE Oracle