Customer Service

A fundamental component of the utility company business model-large customer phone call volume-creates opportunities to improve customer satisfaction levels while introducing new revenue streams. With call centers in place as the primary entry point for establishing gas and electricity service, each utility company generates, depending on its market size, hundreds of thousands, if not millions, of phone calls each year. How best to tap that sales channel, however, is not always obvious.
Outage Management

With summer now at an end, the utilities industry will be looking back at the significant amount of time and resources that was spent maintaining physical assets and recovering from outages when they occurred. But, as we all know, restoring service to customers is simply not enough.
Outage Management

CES International Inc., a provider of network and outage management solutions for distribution utilities, has signed an agreement with business partner IBM to support IBM's efforts to develop and market a set of adapters for CES International's Centricity Operations Resource Management (ORM) system.
Outage Management

Now that the power supply is returning to normal following a widespread outage in the Northeast, the New York Independent System Operator (NYISO) is beginning a review of the outage and possible solutions for the future.