Contact Center Industry News

TMCNet:  Energy Customers' Biggest Complaint: Too Much Work Needed to Fix Service Issues

[February 13, 2013]

Energy Customers' Biggest Complaint: Too Much Work Needed to Fix Service Issues

(Marketwire Via Acquire Media NewsEdge) CINCINNATI, OH -- (Marketwire) -- 02/13/13 -- Seventy-six percent of energy and utility customers say that speed -- the ability to get information quickly and accurately -- is very important in how they are serviced, according to a report released today by worldwide software provider, Cincom Systems (, an IBM Premier Business Partner. The biggest complaint that these customers had was the need to participate in multiple interactions to resolve an issue followed by not being able to get through to anyone in a timely manner.

"With so many industry advances underway and consumers becoming more actively engaged in managing their energy consumption, it's a real challenge to keep up with the changing customer service demands," said Randy Saunders, Cincom's CEM Program Director. "Fortunately most retailers are making this a top priority and nearly half are planning major upgrades of their systems within the next 12 months." The report, "Market Trends: Customer Experiences in Energy & Utilities Organizations, 2013" (, surveyed energy and utility retailers and consumers across the nation, and the findings show that customer experience remains a critical priority. As consumers require a deeper level of assistance, energy and utility companies are continually challenged to deliver better customer satisfaction and loyalty. For 57.7% of retailers, technology issues were considered to be the biggest obstacle in delivering consistent customer experiences. Ease-of-use of their current systems (15.4%), integration with back-end systems (26.9%) and the features and functionality of their current systems (15.4%) were also issues.

To view the full report, visit

About Cincom® Synchrony™Validated in IBM's Solution Architecture for Energy and Utilities Framework (SAFE), Cincom Synchrony ( simplifies the complexities of today's contact center to enhance the customer's experience while optimizing agent and operational efficiency. By uniting multiple applications, systems and resources into an intelligent agent desktop, along with multi-channel interaction management, Synchrony provides a high-value, low-cost contact center solution for inbound and outbound environments.

About CincomFor 44 years, Cincom has helped thousands of clients worldwide by solving complex business problems. For more information about Cincom's products and services, contact Cincom at 1-800-2CINCOM (USA only), send an e-mail to or visit the company's website at

Cincom, the Quadrant Logo and Synchrony are trademarks or registered trademarks of Cincom Systems, Inc. All other trademarks belong to their respective companies.

© 2013 Cincom Systems, Inc.

All Rights Reserved Add to Digg Bookmark with Add to Newsvine Media Contact: Jessica Lovejoy Corporate Public Relations Cincom Systems 513-612-2244 Source: Cincom Systems

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