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Utilities

As a utilities company, when your clients call, they either need new services or they are having an issue. Either way, they need service right away. Your ability to help them satisfactorily and compliantly in the shortest time period possible leads to high customer service levels, which is where you want to operate.

Right now you may be relying solely on an IVR to route calls to the most appropriate agent. With the help of NobelBiz and its SMRT Touch intelligent call routing software, you can:

  • Significantly improve the precision with which those calls are now routed.  
  • Intelligently transfers calls to the most available and trained agent from our multi-site, intelligent routing ACD or IVR.
  • Determine how and when incoming calls are routed.
  • Have full control over which criteria you choose and under what conditions. Calls can be automatically routed based on the combination of availability, skill set, location and call volume, for example.
  • Route calls across multiple sites, locations, BPOs and even at-home agents so you can essentially create and route to a single pool of collective agents regardless of where they are (even if they work for one of your BPOs).

This way, you have the best agent handing each call that comes in, and this leads to increased customer service, first call resolution (FCR), average handle time (AHT) and compliance.


 

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THE INTELLIGENT CONTACT CENTER IS HERE

Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

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Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

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Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

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Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

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MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.