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
Proactive outage management engagement
Make critical moments opportunities to engage. Deliver millions of customer interactions that build trust and drive revenue.
overview
From outages to opportunity
During critical disruptions, your communications must deliver. Convert challenging moments into positive customer engagement. We handle millions of interactions to maximize efficiency, drive measurable ROI, and ensure full compliance.
how it works
Proactive outage management communication
We deliver automated, personalized messages to millions during critical moments, turning interruptions into valuable interactions.
benefits
Trusted to deliver
Automated and AI-powered systems ensure communications are delivered for the most challenging moments.
Transformative savings
Manage communications efficiently to reduce call center volumes, protect revenue streams, and improve operational effectiveness at critical moments.
Operational resilience
Eliminate communication bottlenecks. Handle peak messaging volumes without sacrificing quality, ensuring consistent customer experiences that scale.
Empower teams
Ensure your team is adequately equipped to boost morale and maintain retention during critical events.
Compliant communications
Meet all compliance requirements for regulated industries. Every interaction aligns with current regulations and risk frameworks.
Flexible integration
Deploy solutions that work with your infrastructure while delivering at speed across your environment.
Give downtime an upside
Change customer perceptions with proactive outage management engagement during critical moments. Improve satisfaction metrics and deliver sustainable loyalty improvements.
use cases
Applications
Discover how Convey can deliver valuable advantages with your Proactive outage management engagement.
Scalable notifications
Public and private organizations can send automatic, tailored communications to affected users – millions at a time.
Personalized messages
Automated and AI-supported workflows make messaging more sophisticated to handle complex scenarios, providing users with updates and reducing pressure on contact center staff.
Proactive outage communications
By integrating your systems and designing smarter processes, every touchpoint can stay up to date with useful, relevant information about outages affecting millions of people.
Pre- and post-engagement
We design with the full journey in mind, offering opportunities to boost customer satisfaction with feedback surveys, easy ways to manage preferences and ongoing operational improvement.
case study
Emergency readiness reimagined for wildfire season
A leading utility in California, serves over 15 million customers across them 50,000 square miles—many of living in wildfire-prone areas.
To modernize emergency response and enhance public safety, leading utility implemented Convey’s real-time, intelligent communication platform.
outcomes
Measurable value
We’ve helped 80% of the top 25 US utility companies transform the way they manage outages.
83%
improved speed of message delivery
64%
increase in data productivity
24%
decrease in inbound call center activity
3000
messages sent per second on average
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.