Contact Center Analytics for the Utilities Industry

Operational intelligence and insights every utility services provider can benefit from.

eMite is the go-to cloud contact center reporting and analytics solution for utilities providers across the globe. eMite’s real-time and historical dashboards bring your most important KPIs to the forefront, helping provide the insights your team needs to improve operational efficiency in the contact center and create a world-class customer experience.

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How eMite Supports the Utilities Industry

eMite delivers valuable insights, helping utility providers improve customer experience (CX) and workforce management

Omnichannel Reporting & Analytics

Easily create reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management (Remote Workforce)

Agent performance insights from eMite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.

Ingest Multiple Data Sources

eMite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.

Competitive Pricing

eMite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price throughout 2021.

Improved Agent Retention

Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. eMite gives your team access to real-time and historical agent performance data and sentiment analysis to help with agent retention and training.

By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.

GenesyseMite Partner

Our previous on-premise system provided inconsistent and inaccurate data. eMite provided visibility, giving the team assurance that our new contact center with Amazon Connect was actually working.

Major Insurance Industry BrandAustralia

Before eMite, we were spending hours logging onto multiple reporting platforms and even more time trying to create reports to show our Board exactly how our contact center was performing. eMite’s dashboards are simple to use and have transformed the way we analyze our agent performance and improve the customer experience.

Enterprise Financial Services BrandNorth America

USE CASE | EMEA

Getting the Right Data to Meet Compliance Requirements

Regulatory compliance for utilities service providers in Italy requires that companies produce reports related to key operational metrics such as (but not limited to) service availability and utilization in minutes in order to ensure customer access.

For this Italian utility service provider, eMite was tasked with:

Helping contact centre leaders access comprehensive service availability and utilization data within the contact centre – both in real-time and historically
Creating custom reports to match specific KPIs for compliance

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Level-Up Your Contact Center Reporting

eMite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. eMite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.

Visualize KPIs specific to the unique needs of your business and goals
Make reporting easy and aligned to your specific KPIs
Increase levels of productivity
Improve operational efficiency

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Improve Customer Experience (CX)

Across the globe, the utilities industry is a notoriously high-volume sector. Customers expect quality customer service across mobile apps, video, voice, SMS, and web chat.

eMite will help your team analyze performance across all of these channels to continuously improve the experience for the customer and keep your contact center operating efficiently.

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Integration with Third-Party & In-House Apps

In the utilities industry, time is critical when it comes to resolving a call from a customer. Your team needs to focus on an efficient call center and agent training –, not trying to create complex reports. eMite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.

Spend less time creating reports and more time analyzing the data
Quickly and easily analyze agent performance to help with agent training and agent churn
See current support & ticket statuses to ensure you have the right number of agents staffed
Unlock insights into critical KPIs to paint a better picture of overall contact center performance

This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.

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Effectively Manage Remote Agents

Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment – especially the utilities industry. Contact center managers have been faced with an increase in call volume and online traffic, all while managing a growing remote agent workforce.

Utilities providers need to have the right technology, the right data, and the insights to help manage and train remote agents in order to provide the level of customer service their customers demand.

eMite can help effectively manage a remote workforce by providing:

Real-time operational and agent performance analytics
Historical agent performance analytics
Custom KPIs to pull in the data your team needs to analyze remote agent performance
Sentiment analysis
Gamification
Automated Alerts

Ready to Talk about eMite for Your Utilities Company?

Get in touch with your regional eMite office