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Utilities
Partnering to energise modern Utilities
Utility organisations are responsible for the reliable provision of gas, water, electricity and nuclear energy to domestic and corporate communities through a variety of generation, transmission, distribution and supply channels.
With growing liberalisation yet increasing regulatory and environmental constraints the competitive pressures felt by utilities worldwide are intensifying. These are forced to take on new markets in addition to defending their home territory against new entrants, who are driving down prices and offering new and innovative services.
Customer Management and Services
Utilities must secure customer retention by making it easy for customers to do business with their organisation and access a wide range of attractive, value-added services. Contact centers can manage customer contacts efficiently from a single point, centralising handling of enquiries and transactions no matter whether they are made by telephone, over the Web or other emerging media.
Integrated communications technology and web-based interaction channels make it financially viable for utilities to enable customers to get in touch and carry out transactions whenever they choose, 24 hours a day, 7 days a week. Sophisticated IVR systems allow customers to leave meter readings or pay bills quickly and easily, whilst intelligent routing ensures that a customer is always directed to the agent best equipped to deal with their enquiry or request.
Network Optimisation and Management
By leveraging integrated and robust voice, data and multi-media networks utilities can improve communications between sites, plants, offices and partners, as well as increase the reliability, uptime and cost-effectiveness of their network and systems infrastructure. A fully converged network simultaneously transferring voice and data will also increase efficiency and reduce costs as well as enabling the provision of web-based service-enhancing applications.
Increasing Efficiencies and Reachability
Providing employees with the freedom to work on the move is critical for distributed organisations such as utilities. Ensuring that staff can get hold of colleagues and information at the precise point it is needed boosts productivity, increases morale and generally contributes to providing higher service levels to internal and external customers. Innovative wireless solutions that connect people, not locations, make staff reachable at all times via a single personal number.
Asset and Network Management
In addition, utilities need to continuously measure and review their network and system performance to ensure it is running efficiently and reliably. Advanced solutions enable utility companies to oversee their entire operations from a single, user-friendly and unerringly reliable interface.
Rely on NEC
NEC's proven reputation as an established provider of quality, reliable and innovative solutions, coupled with our global sales and service support, has helped to make us one of the world's most successful telecommunications solutions suppliers to the utilities sector. Our team of experts work in partnership with energy companies to understand the specific challenges they face and the communications requirements they must satisfy: