Welcome to Oracle Utilities Customer Care and Billing Cloud Service

Oracle Utilities Customer Care and Billing Cloud Service is a cloud-based customer information system designed to meet the needs of utilities of all sizes, support one to many utility service types, and handle the complexities associated with a utility's processes.

Oracle Utilities Customer Care and Billing Cloud Service comprises of the following key functional areas:

  • Customer Information: Create and maintain demographic, geographic, and contract information. Start and stop service. Capture customer interaction.
  • Sales and Marketing: Create and maintain initiatives, marketing campaigns, and packages that can be offered to customers. Add eligibility criteria, as necessary, in order to target specific customer segments. Create and maintain leads and orders that can market and enroll eligible customers into initiatives and packages.
  • Device Management: Create and maintain meter and item details including installation and removal information. Generate field work to initiate meter and item tests, and record their subsequent results.
  • Field Work: Create and maintain field work requests. Dispatch field work to appropriate parties and record their outcome.
  • Meter Reading: Generate and download meter read routes to meter readers. Upload meter read details and track of consumption trends to highlight anomalies.
  • Billing and Statements: Create and maintain bills. Recalculate historical bills, as needed. Consolidate financial information from multiple accounts into a single statement.
  • Rates: Configure and maintain rates that will be used to calculate charges that appear on bills.
  • Payments: Post and maintain customer payments. Distribute payments based on balance-forward or open-item accounting practices. Manage automatic payments, as appropriate.
  • Credit and Collections: Monitor customer debt. Create and maintain processes to encourage customers to pay overdue debt. Create and maintain payment arrangements and pay plans. Write-off debt, if necessary.

Oracle Utilities Customer Care and Billing Cloud Service also includes:

  • Oracle Utilities Cloud Service Foundation: tools used to orchestrate and automate infrastructure related processes, migrate data from legacy applications into the cloud service, and manage batch scheduling and processing using the SaaS Batch Scheduler.
  • Oracle Utilities Analytics Visualization: a suite of analytics applications that provides access to data for self service exploration, discovery, visualization, and analysis. It includes rich pre-built analytical data models, metrics, and key performance indicators that allow you to derive strategic insights from your data.

AI Features in Oracle Utilities Customer Care and Billing Cloud Service

This section outlines Artificial Intelligence (AI)-based features in Oracle Utilities Customer Care and Billing Cloud Service.

AI-based features in Oracle Utilities applications are not enabled by default. Unless noted otherwise. customers must opt-in to these features.

Table 2-1 Customer Care and Billing Cloud Service AI Features

Feature Name Description Type of AI Enabling/Disabling
Call Summary and Call Tagging Call Summary and Call Tagging uses Generative Artificial Intelligence and integration with a third-party Computer Telephony Integration (CTI) application to automatically summarize and categorize call transcripts, providing customer service agents a summary of the call. Agents can review and edit the summary and tags before saving them directly to the customer contact. Generative AI

Call Summary and Call Tagging is not enabled by default.

Access to this feature requires the following:

  1. Creating an integration with a CTI application.
  2. Configuring Characteristic Types and Customer Contact Types with Tags
  3. Adding the Service Guide Zone (C1-SVCGUIDE) application service to the appropriate user groups.

Refer to Call Summary and Call Tagging Integration in the Administrative User Guide for more information.