vScreen Launches into Utilities Sector

Vizolution is launching its screen-sharing solution into the Utilities sector.

The solution should help to deliver information to customers in a clear and engaging way.

Criticism has centred around providing inadequate information

Utility firms have suffered criticism over recent years from both the public and their regulator Ofgem, who has imposed over £100 million in fines since 2010.

Criticism has centred on the fact that telesales staff were not providing customers with adequate information on the price of energy, exit fees, unit rates and standing charges.

Additionally, it has been claimed that incorrect information was being provided to customers over the phone and that customers were unclear about their tariff choices – and as a result those customers may not have made the best choices.

The regulator Ofgem’s Standards of Conduct demand fair treatment of consumers, honesty, transparency and professionalism and for information to be clear, easy to understand and jargon-free.

Vizolution has recognised close parallels with the financial services market

Vizolution has been studying the Utility sector for some time and has recognised close parallels with the financial services market – where they are currently working with UK banks and insurance providers.

“The main challenge in the utility sector is the need to communicate complex information to customers in a heavily regulated environment,” said Bill Safran, CEO of Vizolution. “vScreen provides agents with the ability to engage with customers remotely using a visual script over the internet. This ensures that the process is compliant and guarantees that the correct information is provided to the customer at the right time, every time.”

For more information about Vizolution, visit their website.