Oracle Cloud CX for Utilities helps agents resolve issues and better serve customers

Oracle | June 28, 2022

A new cloud application created by Oracle, particularly for utility customer support teams, is called Oracle Utilities Agent Service. In order to give agents a comprehensive understanding of each customer, Agent Service combines invoicing, usage, and interaction history into a single dashboard. The program assists agents in resolving client concerns more quickly and can suggest pertinent new services when used in conjunction with new AI-powered tools that direct agents to the "next best action." When assisting a customer with a billing issue, for instance, an agent may inform the consumer of a higher trending bill, suggest ways to lower the price, and enroll the customer in a new rate plan based on their usage habits or provide a refund.

Agents can now readily view how users are interacting with the utility across all phone, web, email, chat, and SMS service channels, thanks to the new cloud application. This enables customer service representatives to assist clients wherever they left off during the procedure, such as when creating an online account and needing to continue over the phone. The new agent desktop application makes it easier for agents to navigate and aids utilities in cutting down on employee training time while boosting employee happiness and productivity.

The newest utility-specific cloud application in the Oracle Customer Experience (CX) for the utility family of integrated CX and utility-specific cloud services, Agent Service, helps water, gas, and electricity providers improve customer experiences while increasing results.

"Celsia is changing rapidly to meet customer needs and introducing a new product or service nearly every four months. Our legacy system had many challenges and we wanted to provide customers and clients with reliable information, along with personalized offerings. We were looking for a specific solution to enable us to compete in this market and wanted a strong partner committed to innovation. Oracle's CX for Utilities suite is the best long-term solution to help us solve these tough problems and better serve our customers," 

Ricardo Sierra, CEO, Celsia

Billing, rating, payment processing, collections, advanced metering, and energy efficiency are just a few examples of the utilities-specific billing, rating, and operational technology that Oracle CX for Utilities is backed by. In addition, the suite enables teams to use each customer's complete profile to optimize sales and service interactions and customize communications and campaigns across all channels by unifying customer data across operational, sales, marketing, and customer support solutions.

"You can't effectively use a standard CRM system to do a utility job. CX for Utilities, with the addition of Agent Service, unites Oracle's 40-plus years in operational utility technology know-how with leading CX capabilities to engage utility customers in new ways that compel them to act. Whether a utility is trying to lower their service costs, increase uptake of new offers, or meet aggressive decarbonization goals, only Oracle brings all the applications and data together in an AI-backed framework to bring customers along on this digital journey," said Rob Tarkoff, executive vice president and general manager, Oracle Advertising and CX.


APIs are becoming the digital glue of today’s fast-moving marketplace. They allow you to quickly create interfaces with back-end systems and applications, and then share those interfaces with customers, partners and others to expand your organizations’ reach.


APIs are becoming the digital glue of today’s fast-moving marketplace. They allow you to quickly create interfaces with back-end systems and applications, and then share those interfaces with customers, partners and others to expand your organizations’ reach.

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