In today's troubled climate, the utilities sector is in the midst of unprecedented transformation. Several factors are driving fundamental change: liberalization and increased competition, strategic mergers and acquisitions, regulatory pressure around climate change, systems reliability, convergence, electricity and renewable concerns.
For a utility company (electricity, gas or water), the channels of interaction with customers include direct mail, IVR/CTI, call centers and the Web. These channels serve two purposes: direct communication with customers and operation of business functions such as connect/disconnect, billing and payment that are core to a utility’s business.
Source: www.ngusummitna.com
