Communication solutions for the utilities sector

Utility organisations face growing demand to provide resilient, responsive, and customer-centric services while maintaining operational efficiency and meeting evolving regulatory requirements. With customers expecting real-time updates, frictionless support, and omnichannel service, utility contact centres are under pressure to modernise and adapt.

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Strategy

Delivering resilience, efficiency & better customer experience

As a trusted partner for contact centre transformation, we help financial services organisations optimise their operations through a comprehensive managed service. Whether you’re looking to automate customer interactions, enhance workforce engagement, transition to the cloud, strengthen fraud prevention, or ensure FCA compliance, we deliver tailored solutions that drive efficiency and improve customer experience.

Solutions

Solving utilities contact centre challenges

Reliable, proactive communication during service disruptions periods of peak demand require rapid, coordinated communication to maintain customer trust and reduce strain on agents. How we help:

Proactive engagement

Automate notifications across voice and digital channels to keep customers informed and reassured.

Conversational AI for self-service

Reduce inbound contact centre interactions by handling routine queries using intelligent AI Agents and automated channels, reducing pressure on live agents.

Dynamic workforce allocation

Adjust agent coverage during high-volume scenarios

Multilingual support

Ensure communication is accessible to all customers.

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Solutions

Reducing operational costs & enhancing efficiency

Manual processes, disconnected systems, and inconsistent service increase costs and erode customer trust. Utilities organisations must manage seasonal surges and long interactions efficiently.

AI-powered automation

Reduce handling time and increase First Contact Resolution by automating up to 80% of queries, with over 99% accuracy.

Workforce management and forecasting

Accurately predict peaks in demand and optimise staffing accordingly.

Cloud contact centre solutions

Transition to flexible, scalable platforms to reduce infrastructure complexity.

Real-time interaction guidance

Empower agents when they need it most with real-time coaching. Resolve issues faster, improving First Contact Resolution and vulnerable customer support.

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Solutions

Enhancing customer experience

Today’s utility customers expect fast, personalised support across their preferred channels. How We Help:

Omnichannel customer support

Deliver seamless communication across voice and digital channels.

AI-driven personalisation

Tailor experiences and messaging based on historical data and preferences.

Sentiment analysis & live agent support

Identify vulnerable or frustrated customers and provide agent prompts in real-time.

Contact centre automation

Provide instant self-service while freeing agents for

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Solutions

Workforce engagement & performance optimisation

An empowered, informed workforce delivers better customer outcomes and ensures faster resolution during critical events. How We Help:

Workforce management tools

Accurately forecast and schedule agent availability across peak periods.

Real-time coaching & agent assist

Provide live guidance and suggested responses to improve resolution speed.

Performance monitoring & feedback

Track KPIs and recommend improvements.

Gamified training & learning

Keep your team motivated and continuously improving.

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Transforming utilities contact centres: a strategic approach

We partner with you at every stage to ensure your CX strategy delivers long-term business value.

01

Discovery

Understanding Your Organisation’s Goals We begin with stakeholder workshops, service journey mapping, and operational reviews to assess areas for improvement.

What We Do:

  • Discovery workshops
  • CX & service analysis
  • Process benchmarking
  • Outcome-based roadmap design
02

Design

Tailored Solutions That Fit Utility Needs Our team develops solutions that are built for resilience, customer-centricity, and compliance across voice and digital channels.

What We Do:

  • CX-focused architecture & design
  • Omnichannel Integration planning
  • Data security & governance strategy
  • Scalable technology recommendations
03

Deliver

Smooth Implementation with Minimal Disruption We provide implementation, training, and go-live support to ensure every solution is embedded with success from day one.

What We Do:

  • Project management & stakeholder coordination
  • Technology deployment & testing
  • User training & enablement
  • Regulatory compliance assurance
04

Perform

Measuring Success & Maximising ROI After deployment, we provide ongoing performance reviews and optimisation strategies tailored to utility operations.

What We Do:

  • Real-time reporting & Analytics
  • Strategic account Management
  • Proactive performance Optimisation
  • Demand forecasting & Scalability Planning
05

Transform

Future-Ready Utilities Contact Centres We help utilities evolve into digitally mature organisations, where AI, cloud, and automation drive long-term success.

What We Do:

  • Continuous Innovation Planning
  • AI and Automation Roadmapping
  • Transition to Hybrid or AI-Driven Contact Centre Models
  • Future-Ready Technology Assessment

Our other solutions

Relevant Solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. Whether you’re looking to leverage AI for automation, optimise workforce management, or implement robust compliance measures, our solutions deliver measurable impact.

AI & automation

Transform your customer interactions with cutting-edge AI-driven solutions that enhance efficiency and engagement.

CX management

Deliver exceptional customer experiences with cloud-based contact centre platforms.

Workforce management

Optimise workforce planning and performance to create an engaged, productive contact centre.

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Frequently Asked Questions (FAQs)

By streamlining interactions, enabling automation, and delivering omnichannel experiences, communication solutions allow utilities providers to modernise and meet evolving customer expectations.

Yes. Our solutions help reduce handling times, automate repetitive tasks, and optimise workforce planning—enhancing service delivery while lowering costs.

Absolutely. We integrate seamlessly with existing CCaaS, CRM, and utility-specific systems, ensuring continuity and minimal disruption.

Yes. Our platforms support compliance with Ofgem, GDPR, and data retention standards, ensuring secure communications governance across all channels.

Speak to our experts today and discover how Business Systems can transform your utilities contact centre with customer-centric solutions that improve CX, increase operational efficiency, and support compliance and resilience.

Get In Touch

Elevate Customer Experience While Ensuring Compliance

Speak to our experts today and discover how Business Systems can transform your organisation with customer centric solutions that improve CX, improve operational efficiency and support regulatory compliance.

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