Engage your customers
Customer IVR, web and mobile access
In today’s technology-driven culture, service providers must adopt advanced customer engagement tools that provide up-to-the-minute outage information via connected devices. These innovations not only keep customers informed and happy but also streamline utility operations by reducing incoming call volumes.
Web Outage Reporting and Maps
DataVoice’s Customer Facing Outage Application allows customers and members to view real-time outage information via Google maps. With the map display, the utility has the option of using substation and feeder boundaries to display a general location of the outages, device marker, or circular icons to show the true location of the device failure. When displaying the outage via a device marker, the utility can select the level of detail they would like the consumer to see.
The DataVoice text messaging portal allows users to enroll for text-message communications services. Customers can receive notifications for planned and unexpected outages, restoration updates and more.
With the text messaging portal, utilities can configure branded sign-up pages for customers and take advantage of an instantaneous enrollment system.
Customers can configure custom locations during enrollment. Consequently, when outages occur that may affect their service location, they receive proactive notifications identifying the cause and the possible restore time. Customers can also report service interruptions by texting #OUTAGE and a corresponding location
After receiving one or more outage texts, utilities can reply with estimated restore times or other custom messages. Once an outage is resolved, they can text back confirmation of the fix.
System administrators can track weekly, monthly and yearly enrollment numbers to assess service usage.
With the SmartCE mobile application customers can access account information, make payments and report outages on the go via Android and Apple devices.
Keep Customers Informed
You can reduce inbound call volumes by sending push notifications to SmartCE users. The application sends automatic alerts for:
- Estimated service restoration times
- Completed restoration
- Delinquent payments
- Prepay notifications
Provide Outage Status
Customers with SmartCE can access outage information at anytime including:
- Mapped outages
- Outage details
- Service statuses
- Notification histories
Stay on Top of Billing
With SmartCE, customers can check account balances and pay utility bills.
Disperse New Information
Utility managers can reach out to application users directly with the management console, a back-end module that allows administrators to configure and send out custom notifications.
With this platform, utilities can implement automated services that allow customers to access account information, make online payments and report service interruptions.
The solution also provides outbound notifications to distribute automated callbacks, delinquent account reminders, prepay notices and planned outage notifications. Plus, it integrates with common analog, digital, T1 and VoIP systems.
Our IVR comes equipped with a variety of essential features, including:
- Conversational, multilingual and text-to-speech capabilities.
- Browser-based administration and reporting tools.
- Administrative dashboards highlighting payment and peak usage trends.
- Session initiation protocol-compliant VoIP.
- Twenty-four-hour system monitoring.
The DataVoice IVR platform offers a number of capabilities to both utilities and the customers they serve, including:
- Automated outage reporting.
- Storm mode that allows users to change call-handling procedures quickly.
- Storm alerts.
- Automated employee and crew notifications.
- Marketing tools.
- Delinquent call reminders.
- Easy-to-access account information.
- Automated credit card or electronic check payment options.
- Automated callbacks, email or text notifications.
- Prepay and planned outage notifications.
DataVoice offers emergency support during a major storm. With a single phone call to Support, the utilities IVR lines can be increased to accommodate the emergency based on the capability of the utilities phone system.