News : Opower Expands to Improve Utility Customer Experience
London, UK and New York, USA, Feb 18, 2015 -- Opower, a global provider in cloud-based software for the utility industry, unveiled the next generation of its customer engagement platform, Opower 6. The expanded platform, which includes a new Customer Care solution, will help utilities improve customer experience while driving bottom-line business results, reducing cost-to-serve, increasing customer satisfaction and offering new products and services.
"European utilities are investing in their customer care solutions and taking a step toward omni-channel management," said Roberta Bigliani, head of Europe, Middle East and Africa for IDC Energy Insights. "This is especially important when customer care is provided across a myriad of channels from call centers, to online, to mobile apps, to social media, when it is imperative that energy retailers have a holistic view of a client, irrespective of channel selection.
In addition to the new Customer Care solution, Opower 6 includes a broad set of upgrades to Opower’s platform that provide tools and analytics to all clients. With the release, Opower’s segmentation and targeting capabilities will become available to all clients, enhanced customer intelligence tools will give clients the ability to more easily track the progress of their Opower programs, and new customer level analytics such as program propensity scoring will help utilities better target customers for participation in non-Opower programs.
Posted by Veronica Silva Cusi, news correspondent
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Opower is a publicly held Software-as-a-Service company that provides cloud-based software to the utility industry and transforms the way utilities relate to their customers.
Published: Tuesday, February 24, 2015