Innovative customer engagement solutions for the utilities market.

The utility industry presents a complex business environment with some very specific challenges. With decades of experience, CSG has delivered leading utility – specific solutions—including advanced bill presentment options – enabling your business to effectively communicate with your customers. Whether by leveraging our preference management or multi-channel communications tools for staying in touch, customer self-service IVR applications to present options for an agent-handled call or personalized SmartVideo to support business scenarios, our solutions are available in the cloud for you to optimize your customers’ experience seamlessly. See Utilities client list.

Customer Engagement Solutions

Customer engagement, establishing a dialog with your customers, is more important than ever. You interact with your customers to bill them, to offer additional solutions/services, notify them of outages, energy efficiency and demand response programs. We can improve the effectiveness of these customer interactions using multi-channel communication capabilities, consisting of printed and electronic statements, web, automated voice technology, email, and text/SMS messages.

Now you can automate, consolidate and manage your multi-channel communications, using a unified interface with our Customer Communication Center, consisting of the following modules:

  • Customer Profile. Stores customer communication preferences, premise information and energy usage characteristics (owns electric car, pool, spa, etc.)
  • CSG Event Management. Correlates disparate data and applies utility policy and customer preference applying business rules to send proactive, interactive customer communications.
  • CSG Interaction Tracking. Collects all customer communications, regardless of channel, in an easy to access user interface. Know with whom you've communicated, for which reasons and using which channels.

Let us help you design a solution to solve your business needs using our expansive solution and service portfolio.