Mobile Office for Utilities
Experience Orchestration
Go Beyond. Go Mobile.
Expand your Genesys Experience Orchestration beyond the contact center of your utility company with Mobile Office, the Mobile App for Genesys Cloud.
Maximize AI training data
The most valuable customer interactions in the utilities industry are taking place outside of your contact center. Extend Genesys beyond your contact center boundaries to train your AI models with richer, more relevant customer data from field operations.
Reduce wasted service visits
Enable field technicians to confirm appointments before traveling on-site. Smart routing and real-time communication ensure customers are home and ready, eliminating costly no-show appointments and improving first-time fix rates.
Dallas Fort Worth (DFW) Airport relies on Mobile Office to keep its field engineers, mechanics, IT Support, and administrative staff connected in real time. Mobile Office enables instant communication, on-call coordination, and rapid issue resolution, ensuring airport operations, airline partners, and passengers are supported wherever staff are located across the airfield.
Company benefits
Smarter scheduling. Better experiences.
Improved customer experience
Instantly connect customers with their assigned field technician through intelligent routing. Mobile Office enables proactive communication, appointment confirmations, and real-time updates about arrival times, reducing anxiety and ensuring customers feel informed throughout the service process.
Analytics and compliance monitoring
Gain complete visibility into field operations with centralized interaction data. Monitor compliance with safety protocols, customer communication standards, and service procedures. By capturing all field communications in Genesys Cloud, management can identify training opportunities and ensure consistent service quality across the organization.
Secure and compliant
Secure every customer touchpoint with enterprise-grade protection. Extend Genesys Cloud's robust security and compliance framework beyond your contact center to eliminate personal phone usage by field technicians and maintain professional communication standards.
User benefits
Connected Field Operations for Modern Utilities
Real-time data access for a personalized experience
Who am I speaking to? What service do they need? Your field technicians will never have to ask these questions again. Seamlessly access customer data via Mobile Office, allowing technicians to view service history, account information, and appointment details for personalized customer interactions.
Post-call information
Taking a call on the road? No problem. When you complete your service visit, you can retrieve the summary, recording and full transcription of your call directly in Mobile Office. No need to take notes, all call information is readily available in the app and Genesys Cloud.
Control your availability
On-site with a customer and not available? Simply change your status in the Mobile Office App and calls will automatically be routed to someone else based on Genesys Smart Routing. Your customers will always have someone to speak to.
Mobile Office for Genesys has significantly improved our customer's communication flow and operational efficiency, making daily interactions seamless. The team behind the solution has been outstanding—from onboarding to ongoing support, their expertise and responsiveness make them a true partner in success.
Johanne I. - VoxAI on behalf of DFW
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