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Utilities


Utilities

Use Your Power To Create A Connected Customer Experience

The pressure is on to create a better outage experience. Your customers expect communication that’s as reliable, immediate and efficient as their utilities, and you are challenged to deliver outstanding service with constrained resources. “Always on” and “always on call” are one in the same.

You need solutions that engage customers and empower them to self-serve with speed, ease and accuracy. From outage and emergency communications, to meter readings and maintenance, to billing and collections, West can help you resolve issues faster and reassure customers with less effort.

  • Provide a consistent outage customer experience regardless of call volume or caller intent
  • Quickly respond to crises and proactively share critical information with customers
  • Improve outage detection, management and estimation of power restoration
  • Increase first-call resolution and contact center and mobile work crew efficiencies
  • Collect payments with greater consistency and better results

Cloud-based solutions ensure, with relentless reliability, that your company’s investment will securely support emerging communication technologies, massive data storage volumes, grid infrastructure changes, business growth and modern customer choices.

70%

of U.S. households are supported by West’s utility solutions

Utility Solutions

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All Outage Call-Answering
& IVR Self-Service

Create a consistent customer experience and improve workforce efficiency in any outage situation with HVCA and other self-service solutions. 

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Mutual Assistance
Routing


Count on experienced contact center agents to help you continue delivering superior customer service in large-scale emergencies.

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Proactive Notifications
& Mobility

Reach customers anywhere with important alerts, two-way SMS, automated survey, interactive billpay, preference management and highly integrated campaigns. 

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Professional
Services


Deliver high-touch service, and leverage expert data analysis and strategic consultation to strengthen business performance.


West Corporation

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