Case Study: Energy & Utility Company achieves 100% interaction analytics for improved customer experience and reduced costs with Alvaria

Speech Analytics Solutions for Energy & Utility Companies

Aspect helps energy and utility companies tackle the twin pressures of delivering knowledgeable, 24/7 customer service and meeting state regulatory scrutiny. With traditional QA based on sampling, providers lack a full view of agent performance, customer sentiment and recurring issues—leading to higher costs, longer calls, compliance risk and potential public complaints.

Aspect Engagement Analytics automatically monitors and scores 100% of voice and digital interactions, surfacing root causes, sentiment, churn risk and high- and low-performing behaviors through dashboards and automated scorecards. The result: faster, objective coaching and compliance monitoring, reduced call times and repeat contacts, improved customer satisfaction and revenue recovery, and lower regulatory and complaint risk.