We Answer the Call
Comprehensive Contact Center Solutions for Utilities
Interactive Utility Communications delivers the most advanced contact center solutions for gas, electric, water, sewer, and public works. Our skilled customer service agents, supported by leading-edge technology, provide world-class customer service, enabling clients to maximize the value of their customer relationships.
At Interactive Utility Communications, our goal is to ensure you have the most efficient and cost-effective process possible. We offer a wide variety of customer support services, designed with you in mind, to help customize your solution and make it the best it can be for your residents.
Services Offered Include
Call Services
Our after-hours service is tailored for companies with a full-time staff during normal business hours. We also cover overflow call center needs.
Dispatching
Our “Interact” software application, powered by HiperWeb and our experienced staff, enables us to efficiently serve as a dispatcher for your field workers.
Disconnections and Reconnections
We handle the processing of reports to manually disconnect or reconnect utilities with after-hours updating, so we always know your appropriate fees.
Notifications
Messaging services are available to provide your residents with updates when outages are detected in their area and to provide easy access to reporting through modern technology.
Coverage and Capabilities
Electric Services
Having more than 15 years of experience working for an electric company, we understand the importance of effective communication with crews and customers. We can support you by preparing in advance for weather events, processing outage calls, answering billing questions, and properly explaining terms and conditions for reconnecting services. Interactive Utility Communications is here to answer the call, process the request, and resolve the issue on the first call.
Water Services
Water service issues are prioritized as emergency or non-emergency. This allows crews to respond quickly to emergency situations and for staff to schedule non-emergency issues for resolution during normal business hours, saving the utility from paying overtime for non-emergency services.
Gas Services
Interactive Utility Communications is compliant with federally mandated anti-drug and alcohol misuse testing requirements. Our gas service program quickly identifies the urgency level of each call, allowing our dispatchers to take the most appropriate action.
Past Accomplishment – How We Help
By providing callers with service-specific directions, we resolved 25% of customer issues for one of our clients without dispatching a crew. Through this support strategy, we improved first-call resolution, increased customer satisfaction, and reduced our clients’ overtime and truck-roll costs by 15%.
Testimonials
“Since the IUC transition, I have had nothing but positive feedback from the employees you work with and the citizens we support. I attribute this to your hard work and passion for service delivery. Thank you for doing such a superior job.”
– Terrell Jacobs,
City Manager, City of Douglas, GA
“IUC has made an immediate impact on our operation. The stability, consistency and accuracy of your services supports our efforts to expand our telecommunications network and provides outstanding customer support for the after-hours services needed for all of our utility departments. Thank you for dedication and commitment to quality.”
– Brian Thompson,
Director of Electric & Telecommunications, Monroe Utilities, Georgia
“IUC provides the tools for us to successfully achieve two priority goals in our daily service delivery. First and foremost, the ability to keep our Power Crews safe in a potentially dangerous environment and secondly, to consistently deliver reliable services to our customers in a timely manner after hours and during major storms.”
– Jim Culpepper,
Power Control Supervisor, Marietta Power
“IUC made an immediate impact on our operation. The significant reduction in call volume allows our police dispatch center to focus on supporting our citizens and our Police Force in the field. The most noticeable change is in employee morale. They come to work knowing that their efforts will focus on protecting and serving our citizens and Police.”
– Jim Culpepper,
Power Control Supervisor, Marietta Power
Let us support you.