Ray Hines

Ray.hines@nuance.com

Nuance

Today’s Global Leaderin Customer Care

• 20+ years developing customer care solutions

• World leader in speech and customer interactiontechnology development

World-class people, experience and technology

technology development

• Largest global provider of speech, DTMF and textsolutions – hosted, on premise, or on device

• 1,200+ solutions experts in professional services

• Deep industry experience in Healthcare, Utilities,Telco, Banking, Travel, Insurance, Retail and more

• Core competencies in Interactive Voice Response(IVR), Speech, Computer Telephony Integration (CTI),Desktop and integration with legacy systems

Outbound

NUANCE SOLUTIONS

Inbound• Caller Authentication and Verification

• Caller Intent and Routing

• Self-Service Solutions (Speech and Touchtone)

• Proactive Notifications and AlertsOutbound

Mobile Care

Productivity

• Personalized Multi-Channel Interactions

• Customer Subscription Management

• Device-Based Self-Service Options

• Solutions for Open and Closed Handset OS

• CTI Routing and Screen Pop

• Customized Desktop Applications

• Reporting and Analytics

General State of Utility Contact Centers

• Utility contact centers are somewhatsmaller than other industries

• Centers tend to be unionized, and havegood, experienced agents

• Tend to be behind the curve in terms ofrobust CRM

• IVR tends to be DTMF. While moreutilities are deploying speech it’s often

Have Speech34%

PlanningSpeech

16%

ConsideringSpeech

14%

No Speech36%

Speech in Utilities

utilities are deploying speech it’s oftenvery basic

• The goal has been to minimize costabove delivering a great customerexperience.

• The web-channel has not been fullyexploited. While in otherindustries there is a bit push to theweb, utilities web sites tend to drivecalls to the contact center. 2%

2%

5%

6%

6%

8%

9%

9%

11%

15%

27%

New Billing System

Collections

General Technology

Budget

Call Volume Growth

CRM System Upgrades

Energy Prices

Other

Csustomer Satisfaction

Self-Service Technology

Staffing Levels

Top Customer Care Challenges

Trend Summary

IVR Platform Change - New redesigned applications balancing costsavings with customer experience

Focus on the Bill - Pay Bill options (Inbound and Outbound)

Computer Telephony Integration(CTI):

- Segmenting callers (past due)

What Nuance Has Seen in Past Engagements

Cost Savings - Self Service Containment + Reduced AHT

Customer Satisfaction - Proactive communication with customers- Consistent IVR and Web Customer Service

Analytics Using data to improve the customer experience

AMI/SmartGrid -Freeing up agents to handle more complex tasks-“Future proofing investments”- Growing interest in mobile and Web apps forbilling, energy usage/tracking

Focusing on customer experience more

• Focusing on customer complaints: Factoring in customer experiencein an industry that typically did not focus on it will be a challenge

Smart Grid & Consumer Participation

• How will it affect my customers (benefits vs. rate increases)

• How will affect how I communicate with my customers

General Utility Overview

• How will affect how I communicate with my customers

How to remove costs from the contact

• Bill pay, delinquent bills, appointment confirmation, planned poweroutage, power restoration notification, and more

• Improve agent efficiency and reduce call times

• Proactively communicate w/ customers, most never contact utility

Targeting markets for new business

• Appliance service

New advanced CRM systems

• Not on a par with other industries in terms of CRM systems

• Multiple systems for customer functions

• Moving towards web services

Customer service

• Balancing service and costs

General Utility Overview

• Balancing service and costs

• Make it easy to do business with (Pay bill)

Customer Satisfaction studies & Analytics

IVR Speech becoming more pervasive

• Direct calls quickly and efficiently, routing

• Improves caller experience

• Dynamic application functionality to solve complex tasks

Field Automation

Remote Connect /Disconnect

Reliab

leService

Appointment Reminders Outage Notifications Disconnect Warnings

Employee Notification Intelligent Dispatch AMI Notification Enhancements

Outbound/Inbound SCADA Alerts and Escalations Payment Reminders

Service Trends

Outage Management System

Multi ChannelInteractions

Customer Service

Network Meter ReadingCredit Card PaymentEnhanced Collections

8

A Commitment to Caring

Flexible Service

Reliab

leServiceStaffed Social Workers

CUSTOMER CARE• Start/stop/transfer service• Meter reading• PIN administration• Request information• Pay station locator• Rebate information

ACCOUNT MANAGEMENT• Address/name change• Bill pay• Usage inquiry•Payment arrangements• Payment and credit history• Duplicate bill request

OUTAGE/TROUBLE REPORTING• Outage reporting

UTILITIES SOLUTIONSSAMPLING

FIELD SERVICE ASSISTANCE• Ticket management• Storm recovery• Asset inventory• Condition assessment• Call routing/dialer

Inbound

© 2002-2009 Nuance Communications, Inc. All rights reserved. 9

• Outage reporting• Trouble reporting status• Outage hotline

CUSTOMER CARE• Outage alerts• Outage restoration alerts• Appointment confirmation• Energy assistance program• Peak saver alerts• Surveys

COLLECTIONS• Payment reminders• Account suspension• Shut-off and curtailment

CORPORATE COMMUNICATIONS• Product and market updates• Corporate announcements• Surveys• Field crew scheduling• Emergency situations• Welcome calls

Outbound

ProductivityCTI• Intelligent call routing• Screen-pops• Business intelligence

Custom Desktop• Linking data and contact center systems• Data delivery and capture forms, formats and reports

Summary

The nature of customer care in the contact center will change

• Higher call volumes

• More complex calls

• Integration of SmartGrid data with the agent desktop

Operating budgets under continued pressure

• Accommodate new call types and volumes

• Maintain regulatory support such as state-specific ASA• Maintain regulatory support such as state-specific ASA

Speech and Call Steering adoption to better understand caller intent

Growing interest in mobile and Web apps for billing, energy usage/tracking

Investment in outbound communications to continue

• Power Outages – Proactive communication on outage and time to restore

• Billing - Realtime SMS Texts on consumption, approaching monthly usagegoals

• Account Management - Outbound calls on recommendations to reduce billwith alternative energy or more efficient use of appliances