The New Digital Normal in Customer Care

Virtual Breakout Session

Wednesday, June 10, 2020
12:00pm EDT
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This is a consume-at-your-own-pace event, it will take place 100% online.  All of the content has been pre-recorded and will be released at its scheduled time. If you can’t listen or watch a session when it’s released, remember that you can access it at ANY TIME in the next 30 days.

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Join Averta CEO Bashir Bseirani and Director of Product Strategy Erynn Wood as they discuss their MiCustomer Digital Experience platform for utilities.
The once-a-month relationship with your customer isn’t working. It’s not that they don’t appreciate you – they just want you to get with the times. Customers want the same web-based account management they’ve been getting from their banks, phone providers, and credit card companies for years. Fast, easily accessible, and uncomplicated. Real-time.

Avertra can help you achieve this win-win relationship with your customers while reducing your operating costs in the process. Let us welcome you to the new digital normal.

The MiCustomer™ Digital Experience Platform creates a seamless, immersive customer experience using web, mobile, voice, and text to conduct customer-related activities efficiently and at scale. MiCustomer’s integrated application suite manages all aspects of the meter to cash process from meter reading to invoicing and correspondence to analytics from a single location.

MiCustomer™ combines the power of process automation, AI, machine learning, and NLP to modernize and optimize operations, enhance customer engagement, and provide a unified experience to your customers and employees. Using a low code SaaS model, MiCustomer™ offers a microservices architecture with a reusable set of core domain models that become extendable into different features and services.

MiCustomer ™ supports a wide variety of integrations. Fully built extensions for SAP include over 100 web services integrations so utilities can start working with MiCustomer ™ out of the box. An extensive plugin framework also allows utilities to integrate the platform with other services commonly used by the industry, such as scheduling, identity verification, and payment systems.

Feel free to ask questions in the discussion forum below - speakers will be responding as quickly as they can. View this webinar by the end of the day on June 10 and get entered to win a $100 Amazon Gift Card.

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Amit Rastogi
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Speaker
Amit Rastogi

Hey Everyone. Really excited to be here

Kevin Praet
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Kevin Praet

Can you tell us more about the Puget Sound Energy project?

Erynn Wood
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Speaker
Erynn Wood

Thanks for the question, Kevin!

Erynn Wood
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Speaker
Erynn Wood

Avertra was sourced to help Puget Sound Energy (PSE), the largest electricity provider in the state of Washington, to create a solution to close the gap between available government funds and PSE’s 1.5 million customers that could use those funds for energy assistance. PSE’s manual energy assistance application process required that customers reach out to apply via phone or in-person visits, which created bottlenecks in the form of staff numbers, availability, and customer channels thus resulting in $5M in un-dispersed funding but thousands of customers still in need. Avertra’s MiCustomer Energy Assistance application streamlines and improves the customer experience by… Read more »

Steve Lach
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Steve Lach

Thanks for the information – Can you discuss how you handle Data security and PII?

Erynn Wood
Member
Speaker
Erynn Wood

Hi Steve! Avertra has a comprehensive security program which includes SOC and PCI certifications. Applications undergo regular security assessments and auditing. As part of our program we classify data into categories where Category 2 data is sensitive/confidential and Category 3 is restricted – both these categories, which includes PII, get encrypted in transit and at rest including their backups. Network, application, physical access security along with operations management further protect customer’s data.

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