Get a 360-degree view of client communications, including, email, text messages and more. Automate email response using mobile apps and OCR.
Create a single point of contact with integrated voice, chat and video call handling. Streamline the agent desktop with automated processes and customer self-service.
Cognizant UtilityOne Insights is a completely integrated platform that enables a single view of customer, skill and availability based on assignment and the best possible interaction with customers through analytics-based insights. It is primarily built on the Microsoft Dynamics 365 platform and can be offered either as a hosted platform on premises or cloud—or offered as services depending on the client’s needs and existing infrastructure.
With UtilityOne Insights, integration is straightforward with existing enterprise CIS (Customer Information System) applications, customer telephony, and third-party communication applications for email, print and SMS. Our consultants and services team is available to help integration with other customer backend systems such as collections and revenue protection applications.
UtilityOne Insights includes services and solutions that help utilities obtain a single customer view in their contact centers. This helps them reduce call handling times, decrease costs and improve customer satisfaction. Among them are: