Helping utility providers deliver excellent customer service
From power outages to price sensitivity, your customers rely on your contact center for assistance with their biggest utility concerns. With Creovai Real-Time Guidance and Conversation Intelligence, you can set your frontline teams up for success and strengthen your reputation for excellent service.
Request a demo
Help agents resolve every issue with confidence
Your agents must be prepared to assist customers with high-stakes issues, whether the customer is dealing with an unexpected service interruption, struggling to pay a high bill, or experiencing a maintenance problem. Creovai Agent Workflow delivers step-by-step guidance through a simple interface to help agents resolve complex issues efficiently.
- Guide agents through any scenario with flexible next-best-action sequences.
- Integrate with your CRM and other data sources to bring relevant information into one interface.
- Easily adapt workflows as needed with a drag-and-drop editor.
Make every agent your best agent
Reduce agent onboarding times and improve your first contact resolution. Give your agents an AI assistant that helps them when they need it rather than distracting them with a flurry of unnecessary pop-ups.
- Ensure agents complete essential steps and stay in compliance with dynamic checklists.
- Give agents real-time coaching prompts to help them handle customer objections, complex processes, and more.
- Simplify handoffs and after-call-work with auto-generated call summaries and automatic data capture in your CRM.
Optimize your contact center by listening to customers
Your customers contact you during moments full of potential frustration, and issues such as long hold times, confusing IVRs, and call transfers can make the situation worse. Creovai Conversation Intelligence lets you analyze customer effort, sentiment, call reasons, and more so you can optimize your contact center operations and improve the customer experience.
- Uncover conversation insights to reduce repeat contacts, increase agent availability, and make other operational improvements.
- Discover new or trending issues so your contact center can get ahead of them.
- Identify the best agent responses to high bill concerns and other customer objections.
Improve agent coaching and compliance
Manual quality assurance and compliance monitoring can consume your managers’ time—without giving you full visibility into every contact center interaction. Creovai automates the QA process so you can track agent performance on compliance on 100% of your interactions while giving your managers time back for high-value work.
- Avoid costly fines, legal fees, and reputational damage by tracking compliance criteria across every interaction.
- Identify the agent behaviors with the biggest impact on the customer experience—and build these insights into your coaching and real-time guidance.
- Centralize QA scorecards, agent goals, manager notes, and sample interactions in Creovai’s coaching hub for more effective coaching sessions.
“Creovai gives us the ability to get more insights, not just about how sales agents are doing, but what our customers are calling about.”
Connect with the systems you use every day
See more integrations
