Solutions

Utility Solutions

Your staff are constantly fielding calls from customers with inquiries ranging from billing or payment history questions to outage concerns. Your customers want the ability to check their accounts and make payments around their own schedules. Whatever utility services you provide, Selectron’s voice and web utility solutions suite will maximize your staff productivity and empower your citizens with around-the-clock access to account information.

Utility departments regularly respond to a variety of routine account service calls, fielding account balance and payment history inquiries and processing credit card payments. VoiceUtility is a utility-specific interactive voice response (IVR) system that can easily manage the majority of these calls. This system provides your customers secure 24-hour automated telephone access to their account information.

The VoiceUtility system allows callers to access utility account information such as their current balance, the date and amount of their last payment, and amounts pending, as well as their payment and billing history. VoiceUtility is a complete solution and includes all necessary hardware, software, training, and implementation components.

Benefits:

  • Increases your service to your community by providing customers 24-hour access to account information
  • Fields the most common questions, allowing your customer service representatives to focus on other less routine issues
  • Adapts to your department’s business rules
  • Easily expanded – the number of ports may be easily increased as your customer base grows
  • Integrates with commercial and custom utility software systems
  • System administration requires minimal training and can be managed by any staff member

Features:

  • Check account balance, including current charges and unpaid balances
  • Review date and amount of last bill and payment
  • Verify scheduled date for next bill
  • Allow users to request account information by fax 
  • Easy transfer to customer service personnel during designated office hours
  • Additional modules that provide outbound delivery, payment, general information, or enhanced customer service functionality can be purchased at any time to expand your system’s capabilities