Use Case: Utilities | EMEA | Italy

Helping an Italian Utility Provider Meet Compliance Requirements

In Italy, the Utilities sector is governed by a specific authority body which provides regulatory compliance standards to all businesses providing utility services (gas, electric, water/sewage, and communications services). Compliance requires providers to produce specific reports on key operational metrics such as (but not limited to) service availability and utilization in minutes in order to ensure customer access.

For companies in this sector and operating in this region, data and reporting within the contact centre plays a critical role in not only meeting compliance standards, but also in providing consistent and reliable support to customers across voice, email, web, chat, video and social media.