Advanced customer services, bringing the call centre to the home

A research group based at the University of Salford (UK) has completed a joint EPSRC funded programme with United Utilities, investigating the use of multimedia systems and modern telecommunications to enhance customer service provision. The way a utility company interacts with its customers will be key for its future success in the competitive market. Modern telecommunication systems offer a utility company the opportunity to exploit multimedia to deliver a whole new range of value added services. The growth of competition facing utility companies in the competitive market has forced them to examine closely the way that they perceive their customers, business processes and infrastructures. This has led to many companies restructuring and the formation of multi-utility companies such as United Utilities, capable of providing customers with water, electricity, telephony and gas services. This paper examines how these new businesses can benefit from the application of new technologies within their customer services provision