The state of utility CX: 10 trends defining IUCX 2026
Every year, IUCX offers a clear snapshot of where the utility industry is headed. In 2026, the direction is unmistakable….
April 23, 2026
7 min read
solutions
Call center
Modernize call center operations with powerful solutions that simplify compliance requirements, enhance team productivity, and deliver more human, personalized customer interactions.
overview
Humanizing connections
Help customers find answers and solve problems with efficiency, empathy and through preferred channels. Choose intelligent workflows to make everyday customer moments better.
how it works
Purpose-built call center operation tools
Enhance your communications with intelligent systems and processes that empower customers, free up teams, and keep everyday interactions flexible against changes in volume and urgency.
transformation
Call center transformation
Turn important customer moments into opportunities to deliver streamlined experiences that build trust, keep customers engaged and protect your organization’s reputation.
Deflect calls to protect teams
Relieve pressure on call center teams with automated self-service solutions, allowing staff to focus on other urgent priorities.
Proactive outbound communications
Provide callbacks, status updates and other messaging tactics designed to enhance the customer journey without depleting resources.
Operational resilience
Mitigate spikes in call volumes with smarter workflows that anticipate and balance human and automated resolution.
Scale securely
Optimize future spending and manage stable growth by better responding to call fluctuations from emergencies and outages.
Optimize growth planning
Utilize valuable call center insights to help analyze performance, improve efficiency and ultimately boost your ROI.
Build the ideal customer journey
Customize workflows to better manage inbound calls, deepen customer relationships as well as potential business priorities changes.
use cases
Applications
Discover how our purpose-built call center workflows can modernize your communication and enhance customer engagement
case study
Eliminating bill surprises and increasing call center efficiency with DTE
DTE Energy serves 2.3 million electric customers across Michigan, many of whom were increasingly impacted by rising energy costs. As bills grew more complex and less predictable, customers experienced confusion and frustration—driving a sharp increase in inbound billing-related calls.
This surge strained call center operations, raised costs, and negatively affected customer satisfaction. DTE Energy needed a modern solution that could reduce bill anxiety while improving operational efficiency.
results
Customer service team wins that translate to improvements across the business
Our solutions enable smarter call deflection and empower customer service representatives with the tools they need to resolve issues faster. Reduce call volume, lower operational costs, and deliver more efficient, personalized customer experiences.
75%
Calls diverted as a result of real-time outage notifications
175+
Languages translated automatically
95%
Messaging open rate
70%
Convert customer service resources into automated, high-value interactions
resources
Set new standards in your industry
Get inspired by leaders humanizing connections and modernizing their operations.
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contact
Let’s imagine your success
Talk to us about how our intelligent workflows can modernize your customer experience operations and enhance your customer experience.