Smart Tech to Encourage UK Energy Firms to Improve Customer Service
January 15, 2013
As the UK government is taking initiatives to encourage a low carbon economy, smart grid technology is said to have a bright future in the UK. The UK government has set up a Smart Grid Forum to enable better coordination between various entities that are working on smart technologies.
Although this may sound like music to the ears of smart technology providers in the UK, they have some catching up to do when it comes to customer service. A new report, published by Aspect (News - Alert), titled Supply and demand: The communications challenges facing the UK energy, water, oil and gas industry, the company stated that smart technology will force most of the utilities suppliers to deploy complete or partial unified communications strategy by 2014.
Needless to say, a smart technology is smart. A smart technology has the ability to take the input and apply some analysis to the same to provide enhanced features to the end user. Many products like smartphones and smart grids make use of this technology.
“Utilities suppliers are not only facing one of the biggest changes in the history of the industry with smart technology adoption,” commented Stephen Pritchard, Head of Utilities at Aspect. “All signs point to investment in the customer as being critical to survival and growth. The growth in adoption of unified communications as a strategy and a technology is driven by the fact these companies 100 per cent recognize the inevitable influx of customer contact during this period and in the future.”
Aspect Software provides various contact center solutions and these solutions are regularly selected by various companies. One such company is Experian, which selected the company's solutions to improve its call center performances. This saves agents and call center managers from the trouble of dealing with numerous open applications, the company stated.
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Edited by Brooke Neuman