Industries
Utility
Cooperative | Investor Owner | Municipal
Utility Markets
Regulatory and consumer demands for improved services in the utility industry have ushered in an era of change. Gone are the days of the consumer acceptance of business as usual customer service, increased costs with little improvement in reliability, and trying to conduct business with a utility that is not current with business communications technology. In response, the need for utilities to provide customers with enhanced services while containing costs has never been more imperative.
Whether you provide electric, gas, water, cable or any combination of services, Centurion's Integrated Utility Communication System can help you improve customer service, satisfaction and retention while improving efficiencies and reducing operating costs. Youget a single software-based platform and fully-integrated applications suite to unify communications and centralize administration in one interface.
Improve customer satisfaction with outstanding service
With the Centurion communications system, your customers experience reduced wait times, support from informed agents and convenient callbacks rather than waiting on hold. In addition, customers enjoy anytime access to billing information, outage reporting and bill payments via a variety of communication channels: phone, cellular, web and email. Call recording and screen capture helps resolve disputes, avoid misunderstandings and improve service quality. Centurion's automated outbound notification system allows the utility to efficiently notify thousands of customers about changes in business operations, rates, scheduled service disruptions, and to develop and operate its own notification campaigns.
Boost revenue collection while assuring compliance
Rather than limiting payments to standard office hours, Centurion's system permits customers to access account information and make payments anytime from anywhere via telephone, while assuring PCI PA-DSS compliance. Utilities also can enforce business rules and remove pressure from employees by using the IVR to convey acceptance or denial of delayed payment arrangements, minimum payment offering, or playing back a warning of disconnect due to non-payment.
Trim overhead and costs
Centurion's communications server provides features and functionality others can only deliver with multiple server platforms and vendors. The IUCS solution allows for your organization to start with the very basics and add feature/functionality as your utility grows. This is done by simply adding software to the CARES server. You get the economy of unique and complete IVR and ACD functions as well as a CTI (Computer Telephony Integration) solution. These functions are integrated and reside on the same server and may be used with any telephone system. That translates into less complex equipment to keep running, as well as less IT time to support IVR and ACD systems.
Simplify business continuity and disaster recovery
Creating a secure and redundant communications environment is difficult when you have a mish-mash of communications products with diverse architectures from different manufacturers. But Centurion's communication system has built-in failover services and is designed for consistent operation. Having multiple contact points means upgrades made in response to changing customer preferences can be completed at a lower cost and without major operational interruptions.
Meet tomorrow's challenges today
Centurion's business communications solution offers integration, versatility and modularity, so it can grow with your organization to meet your customers' needs. Tomorrow's utility industry leaders will be the companies that recognize and capitalize on the opportunity to optimize customer service. Contact Larry Wallace at 727-431-5208 to find out how Centurion's Integrated Utility Communication System can help your utility to exceed customer expectations and generate timely revenues by working leaner, faster and smarter than ever before.
