Case Study: Leading Utility Company achieves a 5-year contact center technology roadmap with Wipro

Shaping Technology Roadmap for a Utilities Contact Center

Leading Utility Company, a US-based vertically integrated utility, engaged Wipro for technology roadmap consulting to improve its contact center as part of a broader digitization journey. The company wanted to better use its existing assets, enhance customer experience, and identify the right technology priorities to maximize ROI.

Wipro applied its contact center assessment framework to benchmark current capabilities, identify quick wins, and build a prioritized 5-year roadmap. Wipro recommended application rationalization, greater use of out-of-the-box product features, infrastructure risk mitigation, and future capabilities such as new digital channels, omnichannel CX, customer 360, bots, and analytics to support improved outcomes and early results.