When your customers get in touch, reinforce your brand quality with faster, higher quality responses.

customer service in utilities has high value but infrequently contacting customers - make every contact count with EdgeTier

High Quality responses, At Incredible Efficiency

For utilities, customer experience is a key differentiator. Every touchpoint is a retention and up-sell opportunity. With EdgeTier, you can make every customer experience matter with tools that help your agents at every step.

best practice responses in a timely fashion

Best Practice Responses, Every Time

At EdgeTier, advanced AI determines customer intent, and an agent assistant shows advisors the centre best-practice response for each customer, every time.

Accurate and fast responses can mean the difference between excellent and meagre customer service. When customers get in touch, make the interaction count with best practice responses every time.

All agents follow brand guidelines with agent assistance helping them.

Consistent Tone of Voice

With agent assistance and pre-prepared suggested responses, a consistent tone of voice is achieved across all of the advisors in large contact centres.

Stop worrying about custom templates on every agents system, and start fine tuning your brand tone centrally.

queue times and wait times are lower with EdgeTier at contact centres.

Lower Waiting times

When every agent is more efficient, customers feel it too. Smaller queues, lower waiting times, and less abandoned chats improve the customer experience and add to your brand reputation.

With EdgeTier, agent assistance maintains agent response accuracy and prioritises customer queries according to urgency and customer types.

Utilities Enquiry Types

Where EdgeTier Works For Utilities

Where we’ve seen EdgeTier’s agent assistant and AI technology excel in utilities contact centres such as energy, water, and telecommunications.

Address Changes

For some centres, the notorious move-in / move-out can be an advisor time sink, rife with documentation, process, and complexity. Let AI help agents move everything along faster.


When an emergency contact arrives, ensure that it reaches the right agent as quickly as possible. EdgeTier features a dynamic routing system that can identify emergencies and sound the alarm as necessary.


Credit, collections, and payments are managed seamlessly with best-practice responses and conversation monitoring for difficult situations. Improve both the customer experience and payment outcomes with advanced agent assistance.

Payment Issues

Errors with payment processing and refunds can be complex to diagnose and remedy. With EdgeTier’s integration, agents move faster with pertinent information encapsulated in responses and presented with interactions.


Improve conversion and engage more customers by suggesting real-time personalised up-sell and cross-sell to agents as they speak with customers.

Connection Issues

Stop finding out about issues hours after they occur. EdgeTier’s advanced contact centre monitor triggers as soon as conversation topics vary off normal, instantly detecting connection failures, outages, and downtimes.

Unreal Utilities Interactions

Reduce average handling times, improve customer experience scores, and improve sales performance in your travel customer care centre. Talk to EdgeTier.

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