What Modern Utilities Should Deliver - And How to Get There
For utility providers, customer trust depends on speed, accuracy, and clarity - especially during emergencies. But disconnected systems, siloed channels, and slow response times make it hard to deliver when it matters most.
Turn These Challenges Into Opportunities With Live
Fragmented communication across channels
Unified desktop with full customer history and multi-channel view
Long wait times during outages
Intelligent IVR and call routing so emergencies take priority
Difficulty prioritizing vulnerable customers
Tools to personalize interactions while ensuring compliance
Limited visibility into customer history
Single agent view with case details to resolve faster
Inconsistent outreach for disruptions
Proactive, multi-channel notifications for outages/repairs
Manual handling of high-volume inquiries
Automated FAQ handling + cloud-native scalability to cut costs
Live Platform Features for Smarter, Faster Utility Service
Live is a cloud-native platform combining contact center tools, CRM, and automation — built to handle the urgency and scale of the utilities sector.
Key Features:
Intelligent IVR & Routing
Prioritize emergency calls and direct them to the most skilled agents
Unified Agent Desktop
All customer data, case history, and communications in one screen for faster resolution
Proactive Messaging
Notify customers via SMS, email, calls, or in-app alerts about planned work or disruptions
Automated Self-Service
Handle billing, meter readings, and service status without agent intervention
Omnichannel Communication
Manage phone, chat, SMS, and email in a single platform
Analytics & reporting
Monitor performance, response times, and satisfaction in real time
Cloud-first infrastructure
Scale easily without heavy IT investment
How Live Transforms the Utility Customer Experience
When critical services are disrupted, every second counts. Live enables utility providers to:
Route high-priority calls instantly to the right people
Keep customers informed during outages or emergencies
Reduce strain on agents with automated FAQs and self-service
Maintain consistent communication across all channels
Build trust and loyalty through timely, relevant updates
FAQ
What types of utility providers use Live?
Electric, gas, water, and waste management companies — any provider delivering essential services that relies on timely, accurate communication.
Can Live handle emergencies and routine inquiries at the same time?
Yes. Intelligent routing ensures urgent calls take priority while automation handles routine requests.
Does Live integrate with existing utility management systems?
Absolutely. Live offers flexible APIs and prebuilt integrations to work with your existing banking software and CRM.
Can we start small and scale later?
Yes. Begin with essentials like contact handling and proactive alerts, then scale to automation, omnichannel service, and advanced analytics.
Is Live secure and compliant?
Yes. Live supports enterprise-grade encryption, data residency, and compliance with industry regulations.
How quickly can we get started?
Live’s cloud-native setup allows for fast deployment without heavy IT overhead.
What makes Live different from traditional contact centers?
Live unites contact center capabilities with CRM and automation — designed for the speed, reliability, and customer care the utilities sector demands.
