Engage is a pre-defined Gold Standard utilities operating platform available as a component based on managed service. An integrated application & infrastructure management solution for utilities customer care and billing operations, that combines cloud technologies, integrated multi-channel applications and insight analytics to enable increased customer satisfaction whilst drastically reducing cost.
Engage delivers guaranteed levels of business process performance and re-platforms your operations onto the latest technologies owned by you with no transfer penalties. The platform is available on a component-by-component basis, as a managed service or as a complete independent solution.
Engage processes are enabled via pre-configured best-of-breed technology components covering all aspects of utilities customer care - from billing to mobile interactions, IVR to dynamic multi-channel content management, campaign planning to offer management. With pre-built integration we allow processes to work seamlessly across the different technologies. At this moment you would have two questions:
Does ‘Pre-configured’ mean inflexible?
As Engage is based on a fully defined, integrated reference model, individual components can be adopted and customer specific changes can be easily delivered. Engage customers can choose which Engage components they want to deploy, how they are provisioned, operated or supported, as well as the funding mechanism - all with the certainty that components can be added or removed as market circumstances or business requirements change.
Is this a concept or methodology?
Engage isn’t just a concept, it’s a live platform that has been implemented for real utilities operating today, in North America.
One of the largest energy and home services retailers in North America was able to completely re-platform its legacy estate while transforming its customer engagement operations, based on Our Customer Engagement Platform (Engage). The implemented Engage model includes technology, infrastructure, business operations and IT outsourcing. This new operational model recently went live in the fourth quarter of 2014 and the new call centers have exceeded on agreed SLAs every day since go-live, all at an annual cost significantly below that which was agreed upon with the previous vendor.