Ready for the storm before it hits
When an outage sends call volume from a quiet Tuesday to ten times normal in minutes, your contact center becomes the utility. We engineer Webex-powered outage call automation, bill pay IVR, and member self-service that hold service levels through the worst night of the year.
When the lights go out, the phones light up.
Utility contact centers live between two extremes: months of routine billing traffic, then a storm night that multiplies volume tenfold. Both problems share a root cause — too much of the workload still needs a human.
Outage call surges
A single storm cell can drive 10x call volume in minutes. Queues sized for an average afternoon collapse at the exact moment customers need answers most.
24/7 service expectations
Power doesn’t keep business hours, and neither do your customers. Live-agent-only models leave nights and weekends exposed — or staffed at unsustainable cost.
Routine billing volume
Bill pay, balance checks, and payment arrangements dominate daily traffic — repeatable contacts that don’t need a human yet bury your agents anyway.
Aging systems, rate-payer pressure
Legacy IVRs and premise hardware cost more every year, while commissions, boards, and rate payers expect the same service for less.
Automate the routine. Absorb the surge.
The plays we recommend for utilities and electric co-ops — engineered on Webex, proven in production.
AI & Automation
Conversational self-service for the contacts that fill your queues every day — service resets, bill pay, and appointment scheduling completed end to end, no agent required.
Contact Center
Webex Contact Center engineered for surge — outage-aware routing, callback and virtual hold under load, and work-from-home agent failover when your building loses power too.
Analytics & Dashboards
Storm-mode dashboards that show queue depth, callback backlog, and self-service containment in real time — the same service-level picture for the EOC and the supervisor floor.
Proven blueprints from the AI Workflow Library
Four of our 17 production workflows do the heaviest lifting for utilities — each documented, tested, and running for real customers today.
AI IVR / Voice Bot
Outage reporting and restoration status by voice — callers report, verify, and get an estimate without ever touching a queue.
Callback / Virtual Hold
The surge absorber. Callers keep their place in line and hang up — the system calls them back as agents free up, so nobody waits on hold at 2 a.m.
Outbound Dialing
Proactive restoration notifications to affected circuits — customers hear from you before they call, and volume falls before it forms.
Agentless Routing
Emergency messaging that answers, informs, and routes at any volume — critical updates delivered with zero agents in the path.
Built for regulated, critical infrastructure
Consent, commission reporting, and continuity aren’t afterthoughts — they’re designed in from the first Lucidchart workflow diagram.
- TCPA consent management — proactive outage and restoration notifications go only to opted-in numbers, with consent records kept and opt-outs honored automatically
- PUC & co-op service standards reporting — answer-time, abandonment, and service-level reporting formatted for commission filings and board review
- Critical-infrastructure security posture — SSO, role-based access, and hardened cloud architecture aligned with the expectations placed on essential services
- Storm-event continuity plans — documented surge playbooks, agentless emergency messaging, and work-from-home agent failover rehearsed before the season starts
Storm-mode dashboard mock: surge hits, self-service and callback absorb the spike, service level holds.
A national utility took the routine off its queues
self-service for resets, bill pay & scheduling
National Utilities Company
We deployed self-service automation across the highest-volume routine contacts — service resets, bill payment, and appointment scheduling — completed end to end without an agent. The calls that still reach a human arrive with context, measurably reducing talk time and queue times.
Webex Contact Center migration for an electric cooperative
MidSouth EC
An electric co-op migration to Webex Contact Center that delivered enhanced functionality and a modernized member journey — member services engineered around how a cooperative actually serves its community, not around the limits of the old platform.
Make the next outage a non-event for your contact center
Start with a no-obligation assessment. We’ll map your outage, billing, and member-service workflows, find the fastest wins, and show you the crawl-walk-run path to get there.