Find answers to common questions

Convey (formerly Message Broadcast) offers a communication platform built specifically for utilities and essential service providers. We help manage customer communications during outages, billing cycles, and emergency events through omnichannel delivery including text, voice, email, chat, and digital channels.

We’re purpose-built for regulated utilities with omnichannel capabilities designed for your specific workflows. Our platform transforms compliance requirements into streamlined experiences and handles the unique challenges of utility operations, from managing millions of customers during outages to meeting strict regulatory requirements.

Yes. HVCA handles up to 150,000 calls per hour and 4,000 concurrent calls. Our cloud-based architecture scales automatically during peak events, with 24/7 support available.

EONS handles enterprise-wide emergency and outage notifications across all channels. REACH manages proactive omnichannel customer engagement for billing and service communications. Conversations provides AI-powered two-way messaging for customer self-service. These products can work independently or together.

One utility increased enrollment conversion rates from 1.6% to 9% – a 5x improvement – by using proactive text messaging instead of traditional outreach methods.

Results vary by use case. Billing questions typically make up 30% of utility call center volume, which can be significantly reduced through automation. One utility reduced control center calls by 50-80% using SubTrac for field crew management.

Yes. We integrate with outage management systems (OMS), customer information systems (CIS), billing platforms, GIS systems, and CRM platforms including Oracle and SAP.

Yes. Customers can select their preferred channels including SMS, voice, email, chat, or mobile app notifications, and choose their language preferences. They can update these preferences anytime through self-service options across any channel.

Our platform provides built-in TCPA safeguards, second-contact methodology, audit trails, and detailed reporting for regulatory submissions. We support compliance with state-mandated notification requirements and maintain comprehensive documentation for all customer interactions.