Vocalcom Hermes Énergie
The utilities industry is facing major changes due to new digital practices and new consumer demands.
Subscribe online, renew a contract by e-mail, pay a bill by phone… : your subscribers’ new digital practices as well as legal and regulatory constraints in the energy industry are placing customer service at the heart of your strategy. Ensure the highest customer satisfaction levels and offer your subscribers a simplified journey.
Manage interactions with your subscribers from a single platform, no matter the channel of communication: phone, email, chat, SMS, web forms, instant messaging, and social media. Access a 360° view of customer history for more seamless interactions.
Manage technical requests through call recognition and link a customer claim to a geographical region thanks to CRM integration. You can easily adjust IVR messages, route inbound contacts intelligently by skill and manage your services completely autonomously.
« I have never found a tool as complete and easy to use as the Vocalcom Hermes solution. Call flow management, IVR adjustment, new campaign setup…it allows you to manage all operations without relying on an IT provider and without having any knowledge of scripting. »
Cyril Roustan
Retail & Logistics Customer Service Center Manager
ENGIE Solutions
Take advantage of powerful tools for supervising your activity and react in real-time to current events: completely autonomous IVR adjustment, supervision with customizable dashboards, and flow adjustment in an intuitive administration console for the continuous optimization of your subscriber service quality.
