Collaboration between Smart Utility and Contact Center Data
Updated: May 23, 2019
By Tom Goodwin
Last week’s blog discussed technology changes occurring in the utilities industry, including implementation of smart grids, infrastructure upgrades, improvements in monitoring, efficiency, and maintenance. Also discussed was the importance of interaction analytics and storage in many areas of service and maintenance. HigherGround’s Calibre platform, which currently focuses on call recording and associated metadata, can play a key role in bringing contact center analytics and the emerging smart grid analytics together for more in-depth business intelligence and enhanced customer service. Following the diagram above, there are three quick use cases that can be constructed:
Correlate smart utilities data with customer complaints or service issues with data from the contact center to improve repair or service interruption response. For instance, a customer calls or texts that their water pressure is low. Data from system monitors at their location can be analyzed along with the customer’s description, and the problem can be determined quickly. The agent will then either be able to assist he customer remotely or dispatch a technician if needed.
Use smart grid data with interactive voice response (IVR), text (SMS) or some other omnichannel approach to help educate customers in real time to optimize their power needs. An example would be on a very hot day, a customer is running their air conditioning, lights, computer, etc. They then start vacuuming and running an electric dryer. The utility company would receive information from the smart grid that this customer’s energy use is extremely high. At this point the customer is notified (text, email, auto-call) with a suggestion to delay one or more activities that draw power until the temperature cools, or they can cut power use in another way. Resulting data from contact centers can be used to grade effectiveness of such outreach programs.
Proactive / preventative / maintenance actions could be announced through omnichannel methods. For example, if the utility company has received information that a repair is needed in a local area, customers can be texted/e-mailed, or auto-called to notify them that they may experience a temporary outage at a certain time. This way customers can plan and adjust their schedule if necessary. The contact center data can be used to track effectiveness of the program as well as real-time customer feedback and satisfaction.
These are just three ways to collaborate between two separate data sources that can increase business intelligence and product actionable analytic results. Are there other creative ways to bring data together for utilities? Let us know – we would love to hear from you!
About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.