Industries | Utilities
Power smarter utility customer experiences with AI, automation, and real-time integration.
Seamless CX for utilities starts with AI agents built for your contact center operations.
Deliver fast, informed, and empathetic service—before, during, and after every customer interaction.
Purpose-built customer experience solution for utilities that helps providers modernize operations, reduce inbound volume, and improve satisfaction through proactive, digital-first engagement.
Simple yet effective:
How Talkdesk transformed Las Vegas Valley Water District’s contact center.
Proactive service during outages.
Automatically notify customers about known outages and estimated restoration times—reducing inbound call spikes and improving trust in your utilities contact center.
AI-powered self-service for everyday tasks.
Let customers check balances, make payments, report issues, and track usage via voice, chat, SMS, or app—without waiting on hold.
Connected live agent experiences.
Give service staff a unified desktop with full customer history, real-time data from CIS and OMS, and AI from Talkdesk Copilot to assist in every interaction.
No more “please hold” during an outage.
Customers expect fast, personalized service—even during high-stress events like outages or billing confusion. Talkdesk AI improves utilities’ CX by delivering faster answers, fewer transfers, and more proactive support.
FAQs
Get the answers to your questions about contact center solutions for utilities.
Talkdesk Utilities Experience Cloud™ is a purpose-built contact center solution for utilities that connects customer interactions to real-time systems like CIS, OMS, GIS, and MDM. It empowers utility providers to deliver proactive, personalized service across voice, chat, SMS, and mobile channels—while reducing operational costs and improving the overall customer experience in utilities.
By automating common inquiries like billing questions, outage reporting, and payment collections, Talkdesk Utilities Experience Cloud™ dramatically reduces inbound volume. AI-powered virtual agents, proactive outbound notifications, and real-time access to account and outage data allow your utilities contact center to deliver faster, smarter service—especially during peak demand events.
Utilities often experience surges in customer contacts during outages, billing cycles, or extreme weather. AI helps manage these spikes by enabling self-service, guiding customers through common requests, and alerting them proactively before they need to call. Agentic AI also ensures more personalized, empathetic interactions, helping to build trust and loyalty in a highly competitive market.
Talkdesk can seamlessly integrate with essential utility systems such as Customer Information Systems (CIS), Outage Management Systems (OMS), Geographic Information Systems (GIS), Meter Data Management (MDM), ERP platforms, field service solutions, payment gateways, and CRM platforms via API gateways. Integration ensures that both customers and agents have instant access to accurate, up-to-date information during every interaction.
Talkdesk Utilities Experience Cloud™ is built with enterprise-grade security and compliance at its core, supporting NIST, OAWSP, PCI DSS Level 1, GDPR/CCPA, ISO 27001, SOC 1 and 2, SSAE 16, ISAE 3402 (Previously SAS 70 Type II). See here for more information. With encrypted data, role-based access controls, secure payment handling, and detailed audit logs, Talkdesk protects sensitive customer and infrastructure data while helping utilities meet their regulatory obligations.
If you’re looking for a contact center for utilities that can reduce costs, increase customer satisfaction, improve operational efficiency, and modernize your digital engagement strategy, Talkdesk Utilities Experience Cloud™ is built for you. Whether you’re a large electric utility, a water provider, or a municipal energy cooperative, Talkdesk can help transform your customer experience.