VertexOne Multichannel for Utilities is a platform that allows utilities to monitor, manage, and optimize customer interactions across multiple channels including phone, email, SMS, live chat, and more. It provides utilities with solutions to enable customer interactions through various channels, gives agents insights to improve customer service, and provides analytics to optimize the channel mix for greater efficiency. The platform aims to improve the customer experience while increasing efficiency and reducing costs for the utility.

1. Phone, email,
SMS, live chat:
yeah, we’ve got
a lot of ways to
create happy
customers.
VertexOne™ MULTICHANNEL FOR UTILITIES
Customers today expect to interact with their utility across multiple channels. And utilities are employing
new capabilities to answer the call (and text, and email, and chat request). As call centers change into
interaction centers, utilities must manage all those channels, providing a seamless customer experience and
getting the most from every interaction, not simply trying to keep up with them.
VertexOne Multichannel for Utilities offers not only the ability to enable multiple channels for your
customers to engage with you, our solutions provide your agents with the power to deliver uncanny service
levels, and your customer service executives the insight to optimize the channel mix so everyone’s getting
the most from the added engagement types.
What is VertexOne Multichannel for Utilities?
VertexOne Multichannel for Utilities is a platform to monitor, manage,
and optimize the delivery of customer multichannel experiences. Our
multichannel solutions help you address all facets of increasing the number
of customer interaction channels:
• Customer Advantage
Our channel enablement solution gives you more ways to say hello to
your customers
• Agent Advantage
Turn your call center agents into multichannel agents by providing them
with insights about a customer’s engagement before they’ve reached the
call center
• Interaction Advantage
See how and when channels are being used to optimize for greater efficiency
Offered as a service, VertexOne Multichannel for Utilities helps you turn up
the dial on customer satisfaction quickly and affordably. Not only will your
customers be happier, but we’ll keep you happier too because we host and
manage the technology.
VertexOne is a technology
breakthrough for the utility
industry. Now you don’t have to
wait any longer for a world-class
customer experience solution,
and neither do your customers.

2. VertexOne™ MULTICHANNEL FOR UTILITIES
VertexOne Customer Advantage
Now you can connect with customers through multiple channels. Including
the one they’ll actually respond to.
When your customers are asking for more ways to communicate with you—
web, chat, text, mobile, IVR, as well as the call center—you can respond
with a resounding “yes” with VertexOne Customer Advantage, which
provides the channel enablement needed to meet the expectations of all
your customers.
VertexOne Customer Advantage makes it easy for you to engage with your
customers and offer them a modern customer experience. It also makes it
easier for your customers to engage with you. This could be the beginning
of an even more beautiful relationship.
VertexOne Customer Advantage provides:
• Online customer self-service portal — Customers can access a full service
portal to create and update their user profile, access account summaries,
view consumption and billing details, view payment history, pay their current
bills, create payment arrangements, chat, and sign up for proactive alerts
and notifications.
• Paperless billing — Customers can sign up for paperless billing online,
receive a link to their online bill via email each month, or receive their
bill as a secure email attachment with a direct link to make payment.
• Easy enrollment — Agents can automatically create an online account,
sending a link to the customer to log on to the self-service portal for the first
time while talking to them on the phone—a process proven to dramatically
increase adoption and lower call volumes.
• Proxy logon — When customers need help with online self-service, your
agents are able to sign into the system as the customer to quickly resolve
the issue.
• Mobile self-service — Provide access to all the features and functions of the
self-service portal to customers on-the-go through their mobile devices.
There’s more than one path
to happier customers

3. Agent Advantage
Deliver a seamless and efficient customer experience across every channel your customers use.
Now that you’ve added more channels for your customers to engage with you, how do you ensure your
agents can deliver a seamless and efficient customer experience? VertexOne Agent Advantage turns your
call center into a multichannel interaction center, serving up insight about a customer’s engagement with
you no matter what channel they’re using, providing a personalized and seamless customer experience.
Your agents will be able to provide timely customer insights, and can answer, hold, conference and transfer
calls without looking up individual contacts or even taking their hands off the keyboard. While the
technology may be invisible to your customers, they will definitely notice the amazing customer service.
VertexOne Agent Advantage provides:
• Intelligent routing automation — Powerful processes to authenticate
customers and route work to available agents based upon their skills
and availability.
• The agent toolbar — Your agents can have the right information and tools at
their fingertips to quickly and effectively enhance the customer experience.
With Agent Advantage on your side, your utility will gain the following benefits:
• Improved customer experience
• Increased first-call resolution
• Greater agent utilization
• Lower average handle times
• Reduced after-call work
VertexOne™ MULTICHANNEL FOR UTILITIES
Agent Advantage provides agents with contact history data for a seamless and personalized
customer experience.

4. Interaction Advantage
When you know how and when your multiple interaction channels are
being used, you can make some pretty smart decisions.
With customer engagement across multiple channels now flowing,
utilities will need to manage and optimize the channel mix. VertexOne
Interaction Advantage captures a complete history of customer
interaction across all channels with reports and dashboards that provide
analysis of the number, type, and outcomes of interactions by channel.
With that insight, you’ll be equipped to identify effective self-service
opportunities that improve the customer experience and the bottom line.
VertexOne Interaction Advantage provides:
• Interaction history – A complete history of customer interactions across
all channels including voice, IVR, web, and social media.
• Standard reporting dashboards – Standard reports and dashboards
that show the number, type and outcomes of interactions.
• Advanced analytics insight services – Advanced analysis services that
show interaction distribution patterns across channels, by time of day
and day of week, accompanied by prioritized recommendations for
ongoing optimization.
Interaction Advantage helps you:
• Increase self-service
• Improve your customers’ experience
• Reduce call volumes
• Decrease cost to serve
Offer multiple channels to your customers and get singular benefits,
with VertexOne Multichannel for Utilities.
CONTACT US
MICAH DEHENAU
Vice President, Analytics
Consulting Services
micah.dehenau@vertexgroup.com
248-410-3132
SAURABH PARASHAR
Director of Client Partnerships
saurabh.parashar@vertexgroup.com
469-774-9144
vertexone.net
VertexOne™ MULTICHANNEL FOR UTILITIES