Industry
Utilities
Regulated care, claims, and fraud under control
Utilities operate in highly regulated sectors with sensitive clients and high reputational pressure regarding incidents and claims. Interaction traceability and proper claims management are critical for regulatory compliance and brand protection.
Key Sector Challenges
- Claims management and complete evidence capture.
- Preventing fraud and identity theft.
- Reducing contact center saturation.
How CWS Helps
At CWS, we help Utility companies digitize and optimize their communication and customer service channels by incorporating high-value services that improve the end-user experience, increase operational efficiency, and allow for scaling without large investments in proprietary infrastructure.
Certified recording that guarantees complete evidence of every client interaction for transparent management of claims, disputes, and regulated processes. Additionally, conversation analysis allows for identifying service improvements, anticipating incidents, and reinforcing customer loyalty.
Automate customer service, notification management, and proactive communication in critical moments and other processes such as debt collection without compromising regulatory compliance or governance, reducing contact center saturation and improving service perception.
Authenticate your clients using voice biometrics quickly and frictionlessly, reinforcing security in every interaction. This reduces the risk of impersonation, protects sensitive operations, and provides greater confidence in critical processes such as contractual changes or financial transactions.
Manage formal communications, notifications, and regulatory requirements, ensuring traceability and consistency across all user touchpoints.
Business Impact
Reduction of conflicts and resolution times.
Greater operational efficiency in customer service.
Improvement in user experience and trust.
