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Redefine customer engagement and transform the customer experience

Changing customer expectations, behaviors and attitudes have upended yesterday’s utility model. As customer engagement channels evolve quickly with smartphones and other connected devices playing dominant roles, utilities need to shift focus and adopt new technologies that better serve digital consumers.
Cognizant UtilityOne Engage™ helps utilities engage and delight today’s customers through web, mobile and voice assisted channels. Using a mix of newer technologies such as voice response systems, virtual assistants and machine learning, UtilityOne Engage builds loyalty while reducing costs.
As a web portal with mobile app and voice-assisted channels of engagement already built in, UtilityOne Engage is preconfigured for utility billing systems to provide personalized self-service. In addition, you can:
  • Reduce maintenance costs and reliance on call centers.
  • Personalize the customer experience and improve customer satisfaction.
  • Enable newer channels of engagement, including video and voice assistants.
  • Release services faster and increase new customer acquisitions.
Mobile Experience

Increase customer satisfaction with our hybrid mobile app for utility customers to access their account anytime, anywhere and transact seamlessly on mobile platforms.
Zero Touch Experience

Serve customers better, faster and at less cost with this self-service option and friendly voice assistant technology.
Personalized Video Bills

Reduce customer queries on billing and improve their experience using these interactive, engaging and personalized video bills.

Latest thinking

Decision-Making: The New Frontier for Automation
Decision process automation is a forward-looking, practical strategy to improve enterprise operations, enabling faster responses to rapidly changing conditions and identifying options for action based on a more complete exploration of potential outcomes.
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Energy and Utilities Under Pressure
Our recent study shows companies are already separating from the pack based on how they deploy advanced technologies and business models. In this e-book, we offer business and tech leaders in the fast evolving E&U industry our research-based insights on the best next steps to take.
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How can a 100-year-old utility reinvent itself?

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ADDITIONAL CAPABILITIES

Supporting service capabilities

  • ENTERPRISE INTEGRATION SERVICES

    PRECONFIGURED FOR QUICK INTEGRATION WITH EXISTING BUSINESS APPS

    Cognizant UtilityOne Engage is a customer engagement platform that provides preconfigured and integrated customer experience solution that works with leading billing solutions and can be offered as a service offering. Because UtilityOne Engage includes a set of service offerings that are pre-built for utilities, most integration efforts are straightforward, and systems deploy quickly through a variety of customer channels resulting in transformative experiences.

    Cognizant’s utilities consultants and technology experts are available to help clients realize the full potential of UtilityOne Engage by adopting and integrating the latest digital technologies. These include integrated voice response systems, web analytics, mobile apps, virtual assistants, social media and machine learning to name a few.

  • CUSTOMER ENGAGEMENT UTILITIES

    CREATE SEAMLESS CUSTOMER JOURNEYS

    UtilityOne Engage provides a set of pre-built service offerings that help utilities engage with customers through a variety of channels. They include:

    • Web experience: Our UtilityOne Engage web experience helps to increase uptake, provides a more personalized customer experience and drives traffic toward web self-service channels.
    • Mobile experience: This offering provides a set of pre-built utility customer journeys and trending technical capabilities on smartphones and tablets. 
    • Video experience: Our video offering showcases personalized, interactive and engaging video content for customers. This helps utilities better engage by personalizing experiences such as viewing billing statements online. The result: increased customer satisfaction and reduced calls to the contact center.
    • Virtual assistants: Utility BOTS is a text and speech driven application with cognitive services built on Amazon Alexa and Google’s Dialogflow. It uses digital voice to bring self-service to customers through a zero-touch experience.
UTILITIES MANAGEMENT

Leadership

Brian Jones

Vice President and Practice Head, Energy and Utilities

Brian Jones, Vice President and Practice Head, Energy and Utilities

Arvind Pal Singh

Utilities Consulting Leader, U.K. & Europe

Arvind Pal Singh, Utilities Consulting Leader, U.K. & Europe

TAKE THE FIRST STEP

Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities is vast and growing. 

Let’s talk about how digital can work for your business.

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