Difference are experts in engagement and automation in the utility sector. We deliver service improvement and revenue generation/collection technologies covering every customer touchpoint including voice, SMS, live chat, social media and email.
First Utility’s rapid expansion drove its need to implement state-of-the-art communications solutions to maintain its standard of customer service and to offer ways to provide a better customer experience such as being able to prioritise certain calls, offer more flexible contact routes, payment methods, and so on.
Difference worked closely with Unify to roll out and embed a dialler solution to complement Unify’s implementation of a full cloud contact solution that also included Serenova and Gamma’s hosted telephony offering, Horizon. First Utility’s adoption of the dialler solution was a success from the outset, with productivity gains being achieved immediately after roll-out and continuing.
Subsequently, Difference worked with Unify and First Utility to roll out a multi-channel payment solution that offers self-service telephone and digital payment options as well as agent-assisted payment.