Enhancing customer experiences with award-winning contact centre & collaboration cloud solutions

FourNet’s flexible cloud first utility sector solutions give you a 360 degree view of customers, enabling you to provide a seamless customer experience. We give your contact centre agents a single pane of glass view to provide exceptional customer service on a pay-per-user model meaning you can scale your resource to meet demand.

Get in touch
Home > Sectors > Utilities

Our Expertise

We provide the utilities sector with state-of-the-art, cloud first unified commmunication and contact centre solutions that enable organisations to deliver the best experience for their customers.

FourNet’s solutions offer an innovative, award-winning omnichannel contact centre platform that enables your agents to have an holistic view of your customers to ensure they provide the best customer experience possible. All the while offering a robust and inherently secure solution that is PCI Compliant.

FourNet’s cloud first approach is key for utility companies to offer the level of service expected from the customers of today, giving them choice in the way they communicate.

Our Intelligent Managed Services provide 24/7 support for proactive prevention and rapid resolution of any issues.

Supporting Vulnerable Customers

Are you able to guarantee your customers always receive the right information when they get in touch with your contact centre/

Understanding Vulnerability

Do your agents ask appropriate questions to explore potential vulnerability?

Identifying Vulnerabilities

Are your agents identifying all potential vulnerabilities?

Supporting Vulnerabilities

Are your customers able to contact you easily, in an accessible channel of their choice and where appropriate signposted to appropriate support?

Scale of Vulnerabilities

Do you understand the nature of vulnerability across all contacts and how your agents responded to it?

Compliant Vulnerability

Are your agents gaining customer consent? Are your agents complying with Tailored Support Guidance (TSG) on every call?

Find out More

Best-of-breed Technology Partners

Why work with FourNet

Fully Managed Service

Stop problems before they happen. FourNet's Intelligent Managed Services provide 24:7:365, round the clock proactive monitoring and reactive support to keep your communication platforms running smoothly. Reduce risk and guarantee predictable, reduced costs.

Remote Working

FourNet's Unified Communications, Collaboration and Agile Remote Working capabilities combine with the latest contact centre functionality meaning agents and employees can easily work and be managed from home.

Pay-per-user

You can scale your solution up or down dependant on customer demand. With FourNet's pay-per-user model you can make sure you aren't spending more than you need to, and it allows for a quick uplift in resource to cover busier times of the year.

Latest Features

Quickly and easily roll out the latest features and functionality to exceed customer expectations. With access to a growing library of 700+ features and applications our contact centre platform provides our utility partners with the latest digital channels and innovations to keep pace with customer requirements.

Secure

FourNet's Agile Cloud is safe and secure. Hosted in tier 4 Equinix data centres, utilising a CAS-T accredited core network. FourNet Agile Cloud is Cyber Essentials Plus and ISO27001 accredited. Our solutions come with a wide choice of dual UK data centres, resilient SIP, with backup and archiving.

Cloud First

Every FourNet solution is cloud ready to enable our customers to transition some functionality to the cloud as and when they feel ready. We offer public, private or hybrid cloud solutions in the UK's most secure data centres.

Moving to FourNet's Agile Cloud has provided npower with a wide range of benefits. The pay per user nature of the cloud solution has delivered substantial operational savings to our business, as it has replaced the need for upfront capital investment and has reduced the cost of managing on-premise systems.

Andy Parkinson

Programme Manager, innogy Business Services

FourNet Utilities solution portfolio

FourNet offers a wide range of technology services and solutions to the utilities sector. The core of our offering is focused on omnichannel contact centre solutions, integration, back office collaboration capabilities and ongoing managed services to keep everything running smoothly

Omnichannel Contact Centre

Easily manage contact centre agents and agent skills assignment. Give your agents a consolidated view of all customer interactions. Handle communications from any channel: voice, video, email, SMS, webchat, IM or social media channels.

PCI Compliance

Remove customer payment risk with our PCI DSS compliant solutions for payment & data security for call and contact centres. Our solutions also give utility companies the ability to offer PCI DSS compliant homeworking options to contact centre staff.

Single Agent Desktop

We understand that so many contact centre agents are still slowed down by switching between multiple CRM systems, making processes unnecessarily long-winded which increases wait times and affects customer experience. FourNet's omnichannel contact centre solutions provide agents with a single desktop view to ensure your agent processes are streamlined and efficient.

Customer Journey

FourNet solutions are designed with your customers in mind. We pride ourselves on our ability to provide a complete 360 degree view of your customers' journey, showing your agents every customer's touchpoints regardless of channel. Through features such as our Single Agent Desktop view, we provide your business with the tools you need to work your way up the ranks with exceptional customer experiences.

Intelligent Managed Services

Let FourNet's Intelligent Managed Services take the strain. We proactively monitor your systems, not only fixing issues before they happen but looking for trends and underlying issues that could lead to an outage. We monitor, diagnose and report on the health of your systems, identifying and resolving any problems before they turn into an incident.

Workforce Management

Schedule the right amount of resource at the right time to meet customer demand. Ensure calls are answered promptly to ensure an optimised customer experience while monitoring call quality, recording, speech analytics, gamification and more.

Security

FourNet solutions offer a first class Security Information Event Management platform that both monitors and manages security alerts, while also alerting internal resource. We ensure that there is a complete view of potential security breaches to give you full visibility of potential threats to your customers data. Our solutions offer the visibility and understanding to make sure you stay informed on a continual basis.

Management Reporting

Constant monitoring of all systems connected to the collaboration and contact centre platform including third party suppliers. Enables a real time view of the whole contact centre and telephony solution from one place rather than accessing disparate platforms. Use utilisation reporting to make informed decisions about whether to take on more services.

Collaboration

Empower front line employees, contact centre agents, specialists and back office staff to collaborate using powerful Unified Communications tools which incorporate email, voicemail, shared calendars, scheduling tools, voice & video conferencing, instant messaging, desktop sharing and presence tracking. The ability to work from any device to enable remote, flexible and agile working.

Future proofing

Every FourNet solution is right for now and ready for the future. Our utility solutions are cloud ready enabling you to transition to the cloud at your own pace.

Further Resources

npower Covid Response

Record-breaking switch to home working

Remote Working: The New Normal

FourNet's thought leadership piece on the future of remote working during Covid-19

View

npower Case Study

Award-winning innovation in the cloud

View

Procurement Frameworks