- Engineer appointment management
- Customer self-service and agent chat
- Remote engineer assistance
- IVR and proactive call deflection
- Billing reminders and digital payments
- Customer feedback surveys
Optimize service processes with real-time automation
Engineer appointment management
Maximize engineer time and operational efficiency by sending appointment reminders and providing disruption updates through customers' favorite messaging channels.
Automated billing alerts
Create a more customer-friendly billing experience through billing reminders and in-channel payments to increase collection rates.
Smart meter rollout
Automate the smart meter rollout process, from targeted marketing to booking an installation date, to increase sign-ups.
Boost CSAT scores with customer service automation
Enable employees to self-serve
Reduce the number of inbound calls into the contact center by creating an AI chatbot frontline that provides 24x7 assistance and information to customers.
Deliver any channel agent support
Remove the need for customers to switch channels to go from self-service to agent support. imiengage enables agents to manage all channels from one application.
Reduce inbound calls with call deflection
Transfer customers from the IVR call queue to a messaging channel and send proactive communications to meet customer needs before they call the contact center.
Create more interactive experiences
Shift to new digital channels
Integrate data from CRM, customer service, and other siloed systems to power personalized communications for advertising new services and increasing uptake.
Enable two-way conversations
Deliver conversational interactions that enable customers to respond with meter readings, house move details, promises to pay, or ask FAQs without the need to talk to an agent.
Help customers to better manage their services
Reduce engineer call outs with video
Enable customer service teams and engineers to conduct remote video calls to help implement quick fixes, identify required parts, or gain information without a home visit.
Increase usage transparency
Trigger notifications to warn customers when they are nearing their limit or usage is abnormally high to reduce ‘bill shock’ and the inbound contact it generates.
Gain customer feedback
Measure NPS and improve individual agent and operational performance by collecting customer feedback through digital surveys that are easy to complete on any mobile device.
“We are pleased to be the first energy provider in the UK to launch Apple Business Chat. Reaching our customers via new and innovative conversational channels is key to differentiate our customer experience strategy.”Jon Drinkwater Head of Digital and Data npower
Our unrivaled expertise comes from powering billions of interactions for some of the world’s leading companies.
Our high-performance cloud architecture gives you seamless efficiency, scalable support and fail-safe reliability.
Our suite helps you build efficient processes, reduce time-to-market, and automate customer interactions whilst significantly reducing costs.