Overview

CX for Utilities Agent Service simplifies standard work processes for customer service agents and managers by providing a variety of tools that reduce the cost-to-serve and provide elevated customer service. This solution integrates the Oracle Sales and Oracle Fusion Service applications with one or more of these Oracle Utilities customer information systems:

• Oracle Utilities Customer to Meter

• Oracle Utilities Customer Cloud Service

The core capabilities of CX for Utilities Agent Service include:

• Manage new and existing contacts, customers, prospects, billing accounts and premises using the Person and Premise Search and one of these options:

  • Customer 360

  • Customer Dashboard

• Manage service requests and to do tasks using the Work Queue.

• Manage phone availability and presence, and take calls with Oracle's computer telephony integration (CTI).

• Search for and view articles in the Knowledge Management system that can help you answer questions.

• Attach relevant articles to specific places in the user interface to assist customer service agents with answering questions. This task can be completed by customer service managers only.

As a customer service agent or manager, here are some examples of your journeys.

User Journey	For More Information
The customer service agent receives a call from an existing customer. The dashboard displays the necessary information to help them resolve the caller's inquiry. Customer 360 and Customer Dashboard show information about billing and usage data, interaction history, payment assistance programs, and more.	See one of these topics, depending on which solution you are using: Using Customer 360 Using the Customer Dashboard
The customer service agent receives a call from an unknown caller and needs to process their start service request.	See Starting Service for a New Contact or Prospect
A customer service agent needs to manage a contact that is not associated with a billing account to keep a record of a relationship the utility may have.	See Creating a New Contact
The customer service agent needs to search the knowledge base to answer an unfamiliar question.	See Using Knowledge Management
The customer service agent needs to answer calls from an incoming call queue. They can use Oracle's integrated call and omni-channel management tools to answer calls and record call notes and resolution information.	See Using Call Features

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