2 Agent Service 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 the Customer Dashboard.
- Manage premise data from the Person and Premise Search or from the 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.
As a customer service agent or manager, here are some examples of your journeys.
Table 2-1 Agent Journeys
| User Journey | For More Information |
|---|---|
| The customer service agent receives a call from an existing customer. The Customer Dashboard displays the necessary information to help them resolve the caller's inquiry, including billing and usage data, interaction history, payment assistance programs, and more. | See Using the Customer Dashboard |
| The customer service agent receives a call from a customer who wants to start service at their rental property. | See Using the Account Header |
| 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 |
In this chapter: