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| Title: | CIS: 2006-2007 Analysis of the North American Utility Customer Service Market | Published / Released: |
| Price: | $995.00  or  |
6/18/2007 |
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| Synopsis: |
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Since 2000, spending on technology for utility customer service has slowed, and only recently has it shown signs of renewed growth. Uncertainty following significant events, such as California's deregulation experience and the collapse of Enron, created a prolonged dislocation event that had significant and ongoing impact on the vendor community and available solutions. The impact of the latest dislocation event has already resulted in the exit of a number of vendors and the entry of several others. There remains a very real probability that more vendors will disappear or be acquired as they reach a make-or-break point over the next one to two years. There are emerging signs that this dislocation event is coming to an end, and UtiliPoint research shows that demand for customer service technology is growing in certain areas and stabilizing in others. An overall goal of reduced costs and improved customer service levels appears to be the focus of most utility’s customer service goals. Technological advances in customer service solutions continue to contribute to an accelerated rate of change in the industry. For a technology supplier to be successful in the energy industry it needs a thorough understanding of the marketplace, insight into current technology solutions and their providers, and a deep knowledge of the specific business needs and challenges of potential customers. |
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