Utility providers are transforming from rate-payers to service-centric brands. VSI Technologies reimagines contact centers as digital-first experience hubs, improving service levels and customer trust through automation, AI, and workforce enablement.Legacy Contact Center Gaps in Utilities
- High average handle times (AHT)
- Limited support for digital channels
- Lack of outage information integration
VSI's Utility Contact Center Roadmap1. Cloud-Based Omnichannel Contact Platform2. AI-Driven Virtual Agents and Voice Bots3. Integrated Field Status and Outage Updates in CRM4. Real-Time Reporting for Operational Excellence
Impact Delivered
- 30% reduction in inbound call volume
- Enhanced First Contact Resolution (FCR)
- Proactive customer notifications for planned and unplanned events
Conclusion
VSI brings utility contact centers into the digital era–where service meets strategy.
