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News : Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service

#contactcenterworld, @utilitaenergy

London, UK, Nov, 2019 -- Utilita, a British supplier of Smart Pay As You Go Energy, has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient.

The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities.

Within the first 12 months, Utilita has automated 24 processes across the business using Thoughtonomy’s SaaS-based Intelligent Automation platform. They include switching customers from credit agreements to pre-pay schemes, ordering new pre-payment top-up cards for customers and handling the transfer.

Previously the Contact Centre team carried out the processes manually, checking various data systems, validating information and sending a series of emails to the customer as well as the card processing company detailing the payment request.

Cloud-based digital workers now execute all the required steps 24 hours a day, seven days a week, reducing the average time it takes to bring customers on board and ensuring they can access critical services at all times.

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Ian Burgess, Director of IT at Utilita, said: "We’re already seeing the positive impact that digital workers can deliver to both our customers and our own team, but we’re really only starting to scratch the surface when it comes to the potential benefits of Intelligent Automation.

"Over the next few years, we will look to incorporate Artificial Intelligence, such as Natural Language Understanding and Sentiment Analysis technologies, so that our digital workers are able to fulfil more sophisticated tasks.

"We are putting Intelligent Automation at the very centre of our wider IT transformation programme, making it integral to the design of key initiatives such as enabling and promoting customer self-service through mobile apps and online platforms. This was one of the most critical factors in our decision to work with Thoughtonomy. Their cloud-based platform provides us with the flexibility and functionality we need as we embark on this exciting journey."

Terry Walby, CEO of Thoughtonomy, said: "Technology innovation is absolutely essential to differentiation and growth in a fiercely competitive energy market.

"Utilita has recognised the potential for Intelligent Automation to deliver on digital transformation goals, both now and in the future. They are already reaping the benefits in terms of business efficiency but, as they scale up their automation programme and incorporate AI, they are now perfectly placed to drive business performance and agility.

"This is when Intelligent Automation really starts to become a game-changer, opening up new revenue streams and enabling organisations to pursue new opportunities which simply would not be feasible or affordable with a traditional resourcing model."

#contactcenterworld, @utilitaenergy

Posted by Veronica Silva Cusi, news correspondent

About Utilita:
Company LogoUtilita is a British supplier of Smart Pay As You Go Energy. The company was established in 2003 with a vision of helping those households who were being badly served and overcharged by the Big Six – primarily the prepay market. Using its smart meter technology, Utilita puts customers in control of their energy usage and spend. The company serves approximately 800,000 customers, managing around 1.3million meters. It employs 1,400 people.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

Read today's tip or listen to it on podcast.

Published: Monday, November 18, 2019

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2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
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