Omnichannel support in energy & utilities BPO: Meeting customer expectations

Omnichannel support in energy BPO ensures seamless and integrated customer interactions across multiple channels. Unlike traditional multi-channel systems, omnichannel customer support synchronizes real time communication, allowing agents to access a unified view of customer interactions, reducing response times and improving service quality.

Grand View Research projects that by 2030, the omnichannel customer engagement market will soar to $17.92 billion in revenue.

Key technologies powering omnichannel support in energy BPO

Omnichannel support software – Platforms like cloud-based contact center solutions integrate voice, email, chat and social channels into a single interface, enabling agents to manage all interactions efficiently.

CRM integration – Connecting omnichannel support software with CRM systems provides agents with real-time customer history, ensuring personalized service.

AI-powered automation – Chatbots, virtual assistants and AI-driven analytics optimize workflows, helping Energy BPO providers resolve inquiries faster and reduce operational costs.

Smart routing & IVR – Intelligent routing directs customers to the correct agents and self-service options based on issue type, priority and customer data.

Challenges in adopting omnichannel customer support software in energy BPO

43% of leaders find creating omnichannel experiences challenging, while the same percentage report rising customer demand for them. While omnichannel support offers significant benefits—seamless customer experiences, higher satisfaction rates and improved agent productivity—energy BPO providers often face distinct hurdles in implementing omnichannel customer support software. Here are the top three challenges:

Legacy system integration

Most energy BPOs operate on traditional platforms that are not built to support modern omnichannel contact center capabilities. Integrating omnichannel support software with legacy CRMs, billing systems and communication tools are technically complex and costly. Without proper integration, data silos remain, and customer interactions lack the continuity that defines true omnichannel customer support.

Agent training and adoption

Switching to omnichannel support demands a cultural shift and skill upgrade for frontline agents. Energy BPOs often struggle to retrain agents to manage multiple channels efficiently and in real time. Without proper training, the promise of a unified customer experience falls short.

Data and privacy compliance

The energy sector is highly regulated, with strict data privacy and compliance requirements. Implementing omnichannel customer support software requires careful attention to how data is collected, stored and transferred across channels. Ensuring compliance while delivering seamless experiences is a balancing act many energy BPO firms find difficult to master.

Omnichannel customer support software: Choosing the right tech stack for energy BPO 

In the energy sector, delivering seamless customer service is crucial and adopting the right omnichannel customer support software is key to meeting the demands of modern consumers.  

Key integrations for energy BPO 

Energy BPOs should prioritize software that easily integrates with existing systems such as CRM platforms, billing systems and service management tools. Integrations ensure a smooth flow of information across channels, making it easier to deliver personalized and efficient support.  

AI-driven enhancements for a future-proof solution 

Integrating AI-driven features such as automated ticket routing, predictive analytics and sentiment analysis significantly boosts the efficiency of your customer support. These enhancements streamline operations and improve customer satisfaction by offering faster, more accurate resolutions. 

The future of omnichannel support in the energy & utilities sector

As customer expectations evolve, omnichannel support is transforming how energy and utility companies deliver service. With rising demand for seamless, real-time interactions, the industry is embracing AI-driven innovations, omnichannel contact centers and advanced omnichannel support software to enhance the customer experience.

AI and automation

The future of omnichannel support for utilities lies in AI-driven automation. Chatbots, virtual assistants and predictive analytics are streamlining issue resolution, reducing call volumes and ensuring omnichannel customer support operates efficiently. AI-powered omnichannel contact centers enable proactive communication, allowing companies to address outages, billing inquiries and service updates before customers even reach out.

Personalization and seamless digital experiences

Consumers expect omnichannel utility customer service that is personalized and accessible across multiple touchpoints. Omnichannel support software integrates these channels, creating a unified view of the customer journey. This enables customers to start a conversation on one platform and seamlessly continue on another without repeating information. Personalization often boosts brand revenue by 10-15%.  

Energy BPO and the role of omnichannel customer support software

Many energy and utility providers partner with energy BPO companies to enhance their omnichannel customer support capabilities. These specialized service providers leverage cutting-edge omnichannel customer support software to optimize workflows, automate routine tasks and deliver consistent, high-quality interactions.

Startek helps energy and utility companies build advanced omnichannel capabilities, combining AI-driven solutions with expert human support. With a deep understanding of industry challenges, Startek ensures seamless, efficient and personalized customer interactions across every touchpoint.

Transform your energy and utilities BPO with omnichannel support – Get a free consultation today!

Read our blog: Omnichannel contact center software: Everything you need to know