Customer Care

摘要

Utility needs and supporting technologies are finally converging. That was the common theme of our customer care trends panel, and it comes as no surprise. For 2007 and beyond, the accelerating pace of technological development will impact virtually every operational area of the utility. From web-based customer care to automated metering infrastructure (AMI), technology is a key to a utility's ability to thrive, not just survive. In recent years, utilities have avoided much of the intense drive to adopt the technological innovation experienced in the telecom industry. Timing and product maturity were not yet aligned with the industry's needs. Now it appears that the situation is rapidly changing.