Why Convey’s acquisition of Selectron enhances customer engagement for utilities, regulated industries, and state and local governments 

Customer expectations have changed dramatically over the last decade. Whether someone is paying a utility bill, reporting a service issue, scheduling an inspection, or responding to an outage notification, they expect the experience to be simple, digital, personalized, and available on their preferred channel. 

For utilities, municipalities, state and local governments, and other regulated industries, meeting those expectations has become increasingly difficult. Organizations are managing growing communication demands, aging infrastructure, staffing shortages, increasing regulatory requirements, and rising customer expectations, all while trying to improve operational efficiency. 

That’s why Convey has acquired Selectron. 

This acquisition expands Convey’s engagement operating system by bringing together intelligent customer communications, AI-powered orchestration, secure PCI-certified payments, citizen engagement, inspection management, and field operations into one connected platform. 

Together, Convey and Selectron offer organizations a more complete way to engage the people they serve, from the first notification to payment, service completion, and every interaction in between. 

Two trusted companies, one stronger engagement operating system 

For nearly 30 years, Convey has helped utilities and regulated industries modernize customer engagement through omnichannel communications, analytics, contact center solutions, and public safety communications. 

For more than 60 years, Selectron has been a trusted technology partner for state and local governments, municipalities, and utilities, delivering secure payment solutions, citizen engagement tools, inspection management, workforce automation, and field operations software. 

Together, these decades of experience create something larger than either company could deliver independently: an engagement operating system that connects communications, operations, AI, and payments across the entire customer journey. 

Why Convey acquired Selectron 

The acquisition was driven by one simple idea. Organizations should not have to stitch together dozens of disconnected systems just to serve their customers. Utilities, government agencies, and other regulated industries need technology that connects customer communications, employee workflows, operational systems, and payments into a seamless experience. 

By adding Selectron’s capabilities to Convey’s platform, customers gain access to: 

• PCI-certified payment capabilities 
• Citizen engagement solutions for state and local governments 
• Enhanced IVR and self-service experiences 
• Mobile-first field operations and inspection management 
• Workforce scheduling and operational visibility 
• AI-powered customer engagement through ConveyIQ 
• Omnichannel communications across SMS, voice, email, RCS, digital channels, and more 

The result is a more connected customer experience and more efficient internal operations. 

What the acquisition of Selectron by Convey means for customers 

For existing Convey customers, this acquisition expands what is possible within the engagement operating system. For Selectron customers, it introduces advanced customer communications, AI-powered engagement, analytics, contact center capabilities, and digital customer journeys. For future customers, it delivers a modern platform built on decades of proven experience from two organizations trusted by hundreds of utilities and government agencies. 

Most importantly, customers can continue working with the solutions they know today while gaining access to new capabilities over time. 

New capabilities now available through Convey 

PCI-certified payments 

Customers increasingly expect payment experiences that are simple, secure, and available wherever they engage. 

With Selectron’s PCI-certified payment technology, organizations can securely accept payments while reducing friction throughout the customer journey. Combined with Convey’s intelligent engagement capabilities, organizations can proactively notify customers of upcoming payments, overdue balances, payment assistance programs, and payment plan options before delinquency becomes a larger issue. 

The result is a complete engagement experience that extends from notification through payment. 

Citizen engagement for state and local governments 

Government agencies are expected to communicate with residents during emergencies, service interruptions, inspections, permitting, elections, and countless daily interactions. 

By combining Selectron’s citizen engagement capabilities with Convey’s omnichannel communications and AI-powered workflows, municipalities can deliver more proactive, personalized, and responsive constituent experiences. 

Residents receive the information they need while agencies reduce manual work and improve operational efficiency. 

Enhanced IVR and customer self-service 

Many organizations still rely on traditional IVR systems that frustrate customers and increase call center workloads. Convey’s HVCA already provides AI-powered conversational experiences for inbound callers. Selectron’s IVR capabilities further expand those experiences by delivering more intelligent routing, self-service options, and voice workflows that simplify routine interactions while improving efficiency for both customers and contact center teams. 

Smarter field operations 

Field operations require constant coordination between office staff, supervisors, inspectors, and crews. Convey’s SubTrac solution already improves worker safety through automated SMS check-in and check-out workflows that give supervisors real-time visibility into field activity. With Selectron’s Atlas platform, organizations can now extend those capabilities through mobile inspection management, workforce scheduling, route optimization, and real-time operational visibility. 

Together, these solutions help organizations reduce manual work, improve collaboration, and increase productivity across the field workforce. 

Selectron solutions now available from Convey 

Following the acquisition, Convey now offers Selectron’s trusted solutions alongside its existing engagement operating system. 

Atlas 

A mobile-first inspection and workforce management platform that simplifies scheduling, inspections, routing, and field operations. 

Relay 

A secure citizen engagement and communications platform supporting notifications, customer outreach, payment engagement, and operational communications. 

Together with Convey’s communications platform, AI orchestration, analytics, and customer engagement solutions, these products create a more connected experience across every department. 

Real-world customer scenarios that Convey’s acquisition of Selectron changes 

Intelligent collections paired with secure payments 

The challenge 

A growing municipal utility is experiencing rising arrears and increasing collection costs. Customers qualify for payment assistance programs but are often unaware they exist. Past-due notices rely primarily on mail, and customers must leave the utility website to complete payments. 

The traditional approach 

Customers receive limited communication, disconnected payment experiences, and minimal education around available assistance programs. Collection rates remain low while operational costs continue to increase. 

The Convey and Selectron approach 

Convey delivers proactive billing and high bill notifications while ConveyIQ identifies customers who may need payment assistance and automatically initiates personalized outreach based on account activity. Customers receive reminders, payment plan options, and educational content before delinquency escalates. Selectron’s Relay Collect enables secure PCI-certified payments directly within the engagement experience, eliminating unnecessary friction. 

Customer value 

• Higher payment completion rates 
• Reduced arrears 
• Lower mailing and collection costs
• Fewer disconnect and reconnect truck rolls
• Improved customer satisfaction 
• A seamless customer experience from notification through payment 

Modernizing local government engagement 

The challenge 

A mid-sized municipality manages utilities, public works, and citizen services while relying on disconnected legacy systems. Staff spend hours manually processing citizen requests, payment delinquencies, and service updates. Severe weather overwhelms the call center. 

The Convey and Selectron approach 

Relay provides proactive notifications through text, email, and voice. Conversations introduces two-way messaging and self-service. HVCA supports inbound call overflow during emergencies and severe weather events. 

Together, these solutions create a unified citizen engagement experience across every communication channel. 

Customer value 

• Lower delinquency rates 
• Fewer service disconnections 
• Reduced inbound call volume 
• Faster response times during emergencies 
• Better citizen satisfaction 

Smarter field operations 

The challenge 

A municipal utility struggles with manual scheduling, inefficient routing, limited inspection visibility, and inconsistent communication with field crews. 

The Convey and Selectron approach 

SubTrac automates crew check-in and check-out through SMS. Atlas manages scheduling, inspections, routing, and workforce visibility. Relay communicates appointment updates and inspection notifications. Future integration with Conversations enables two-way scheduling and customer interactions. 

Customer value 

• Significant reductions in manual scheduling 
• Improved workforce productivity 
• Greater supervisor visibility 
• More completed inspections 
• Lower overtime costs 
• Better communication between field teams and customers 

What’s next for Convey after the acquisition of Selectron

This acquisition represents another step in Convey’s mission to build the Engagement Operating System for utilities and regulated industries. 

As organizations continue facing higher customer expectations and increasing operational complexity, Convey remains focused on helping customers simplify engagement, modernize operations, and deliver better experiences at every interaction. 

The combination of Convey and Selectron creates new opportunities to connect communications, AI, payments, citizen engagement, and field operations into one intelligent platform. 

And we’re just getting started. 

As we continue investing in innovation, AI, customer engagement, and operational excellence, our customers will benefit from an even broader set of capabilities designed to help them better serve their communities. 

If you’re curious about what this acquisition could mean for your organization, we’d love to start the conversation. 

Frequently asked questions about the Convey and Selectron acquisition 

Why did Convey acquire Selectron? 

The acquisition expands the Convey Engagement Operating System by adding citizen engagement, electronic bill presentment, PCI-certified payments, inspection management, and field operations capabilities. Together, the combined platform supports more of the customer and citizen journey. 

Who benefits from Convey acquiring Selectron? 

Utilities, state and local government organizations, municipalities, cooperatives, and public safety organizations can benefit from a broader platform that combines communications, payments, inspections, field operations, and AI-powered engagement. 

What capabilities does Selectron add to Convey’s solutions? 

Selectron brings electronic bill presentment, PCI-certified payment processing, mobile inspection management, permitting workflows, field workforce management, and citizen engagement solutions. 

What does the acquisition of Selectron mean for existing Convey customers? 

Convey customers will gain access to expanded payment capabilities, field operations technology, and inspection management solutions while continuing to benefit from Convey’s intelligent communications and AI-powered engagement workflows. 

What does Convey’s acquisition of Selectron mean for Selectron customers? 

Selectron customers will continue receiving the solutions they rely on while gaining access to Convey’s omnichannel communications, engagement operating system, and AI journey orchestration capabilities. 

What is Convey’s long-term vision? 

Convey is continuing to build the engagement operating system for utilities and regulated industries. By expanding the platform through innovation and strategic acquisitions, Convey is helping organizations modernize operations, improve customer and citizen experiences, and solve more of their engagement challenges from a single connected platform.