ice Contact Center for Utilities & Home Services
Virtually everybody relies on utility and home services providers to enable the regular day-to-day activities of their homes, workplaces, and more. With so many people counting on them, it’s important that these organizations have the tools they need to communicate effectively with their customers. From sending outage notifications to collecting bill payments and more, ice Contact Center facilitates important communications and empowers utility and home service companies to deliver excellent customer service.
Innovative Solutions for Utilities and Home Services
Securely handle bill payments through your contact center
Allow customers to pay their bills through the contact center without worrying about security concerns. You can securely accept credit card payments without storing sensitive cardholder data with our PCI compliant cloud environments.
Maximize efficiency with automated alerts
There are many reasons a utilities or home services company may send widespread outbound communications. Whether you’re sending outage alerts or bill payment reminders, save staff time and reduce human error by automating reminders with iceAlert.
Empower customers with self-service solutions
Allow customers to perform routine tasks without assistance using self-serve IVRs and/or bots. Enabling customers to check account balances, find answers to frequently asked questions, or update personal information on their own saves agents’ time for more complex tasks.
Elevate Your Communications with ice Contact Center for Utilities and Home Services
Reduced customer wait times with self-service application
A utility company was regularly receiving high volumes of interactions regarding routine inquiries. These volumes meant that customers were often spending a long time in queue waiting to speak to an agent. With ice Contact Center, the company was able to offer self-service options for tasks like paying bills and checking account balances. With the addition of self-service options, there were fewer customers waiting to speak with agents. The change resulted in reduced workload for agents and reduced wait times for customers.
Enhanced security and convenience with icePay
A municipal hydro provider was lacking a secure option for customers to pay their bills over the phone. This meant that customers had to rely on less convenient payment methods when they wanted to pay their bills. With icePay, ComputerTalk's PCI-compliant payment processing system, the company could accept credit card payments without storing any sensitive cardholder data. This empowered customers to securely pay their bills over the phone with or without an agent, improving convenience and customer satisfaction.
Provide proactive service with outbound alerts
An energy provider that delivers reliable electricity services to over 100,000 residents and businesses was experiencing exceptionally high volumes of incoming calls during electricity outages. Phone lines were being flooded with inquiries, leaving representatives overwhelmed and customers facing long wait times. With ice Contact Center, the company proactively addresses customer concerns by sending automated broadcast message alerts to members when there are known outages. This keeps members informed and minimizes the increase in inquiries. Through this and other features, ice Contact Center empowers the energy provider to optimize efficiency and customer satisfaction.
Sample Applications
Microsoft Teams Contact Center for Utilities and Home Services
Our ice Contact Center solution integrates seamlessly with Microsoft Teams to optimize customer service in the utilities and home services industry. With this integration, our utilities and home services customers have a unified communication hub to manage customer/member inquiries, enhance overall operational efficiency, and streamline support processes.
Our Microsoft Teams integration combines the power of Teams with advanced contact center features, like real-time analytics, automated call routing, and comprehensive customer data integration. Together, these combined features empower utility and home service businesses to provide personalized, timely, and efficient service to their customers.
Learn more
Securely Accept Payments with icePay
icePay, a PCI compliant payment processing application, allows you to provide secure end-to-end customer service.
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Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs.
With over 35 years of experience, ComputerTalk is here to work with you to configure your contact center solution.