CCaaS for Utilities
Power utilities customer service with babelforce. Be there no matter what.
Build a smarter utility call center with voice and process automation – absorb call surges, automate routine tasks, and reassure customers during outages.
Business telephony with automation
Enterprise-grade telephony for utilities companies
Uncompromising quality
and stability when you talk to your customers
Automated self-service
in your voice channel for next-level convenience
Powerful Zendesk integration
that retrieves information for your live agents
AI Language Understanding
70+ languages for faster routing and resolutions
Omnichannel connectivity
for consistent service across voice and text channels
Flexible workflow builder
that puts customer service
automation in your hands
Uncompromising quality
and stability when you talk to your customers
Automated self-service
in your voice channel for next-level convenience
Powerful Zendesk integration
that retrieves information for your live agents
AI Language Understanding
70+ languages for faster routing and resolutions
Omnichannel connectivity
for consistent service across voice and text channels
Flexible workflow builder
that puts customer service
automation in your hands
Utility customer service isn’t like the others
Utility customer service isn’t like the others
When energy, water or broadband break, your phoneline becomes a lifeline for customers cut off from essentials. The utility call center has to be industry-leading, because no-one wants to tell someone without heating to wait in a queue.
Utilities that use babelforce as their customer service software don’t have that problem. babelforce automates 90% of repetitive queries like meter readings, requests for information and contract changes. So your live agents are free for urgent support.
Automate Meter Readings Over the Phone
babelforce lets utility call centers automate meter readings over the phone. Customers speak their reading, and it’s logged instantly – even during surges caused by price changes or regulatory deadlines. One water company processed 15,000 readings in a single week, keeping live agents free to handle urgent requests.
Automate tariff and contract updates
Voice automation plus CRM integration lets callers change tariffs or contracts instantly on the phone. Customers get things done quickly, like they would on an app, and your agents stay focused on the calls that need a real human touch.
Municipal utility
Stadtwerke Hamm’s modernized customer service
- Full agent transparency
- Higher sales from better interactions
- Lower call volume via automation
- Faster, more reliable customer response
Success Story
EnBW’s €500,000+ Annual Savings with Voice AI
- 80% of calls automated
- 800 agent hours saved monthly
- 35 seconds cut per call
- €500,000+ saved yearly
Water company
Scaling Service Capacity with babelforce Automation (OOWV)
- 15,000+ meter readings automated
- 40% peak-season efficiency boost
- 24/7 automated service
- Agents freed for complex cases
Prioritize urgent calls with smart-routing
Emergency routing is a vital tool in any utility call center. Using automatic call distribution, babelforce ensures urgent calls are answered first. With integration, it can even detect if a caller is in an outage area and prioritize them automatically.
Offer 24/7 support with Zendesk AI Agents
Use AI to help callers with complex information requests on any topic that’s important to you. babelforce’s VoiceBot will distil and summarize relevant details from your help center or any other information source you choose to connect.
babelforce’s VoiceBot can work harmoniously with Zendesk AI agents. This means you can reuse text-based Zendesk AI workflows as babelforce voice workflows with no extra work. We’ll literally give your Zendesk AI a voice.
Integrate with physical technology
Automated phone lines used to be terrible. So imagine your customers’ amazement when the AI voice offers to reboot their faulty car charger for them. (That’s not hypothetical, that’s an actual use case). If it has an API, we can automate with it. Tell us about your own requirement today.
Frequently asked questions
What is CCaaS for utilities?
CCaaS (Contact Center as a Service) for utilities is a cloud-based platform that helps utility companies manage customer service, handle high call volumes, and automate tasks like meter readings, contract updates, and information requests.
How can I automate meter readings over the phone?
With babelforce, customers can call and speak their meter reading. The system automatically records it in your CRM or billing system, even during surges caused by price changes or regulatory deadlines.
Can callers update their tariffs or contracts via phone?
Yes. babelforce’s voice automation and CRM integration allow callers to change tariffs or update contracts instantly over the phone, giving them a fast, app-like experience while freeing your agents for complex tasks.
How does smart-routing work for urgent calls?
babelforce uses automatic call distribution to prioritize urgent calls. With integration, it can detect if a caller is in an affected area, ensuring high-priority issues are answered first.
Can I use AI to handle information requests?
Yes. babelforce’s VoiceBot AI can access your knowledge base or other connected systems to answer complex queries, providing 24/7 support without overloading live agents.
Does babelforce integrate with other systems?
Absolutely. Our platform can connect to your CRM, Zendesk, APIs, and other systems, allowing automation across processes like tariff changes, contract updates, and even physical devices such as car chargers.
How can babelforce help during call surges?
Automation handles repetitive tasks like meter readings and contract updates, freeing live agents to focus on urgent calls. This ensures your utility call center stays efficient even during peak periods or unexpected surges.
Book your demo today
We’re super proud of our no-code contact center platform, and we’d love to show you everything it can do. During your free demo we’ll:
- Show you key features designed to make your agents’ lives easier
- Demonstrate how babelforce’s intuitive builder puts contact center optimization in your hands
- Assess your requirements and recommend your ideal babelforce use case
- Answer any questions you might have!
