A news story can triple your volume by lunchtime.
A price-cap announcement, or a public voice telling millions to challenge their bill, and thousands of calls arrive with no warning. Quality oversight collapses when the stakes are highest.
Utilities & Telecoms
When call volumes surge, visibility shouldn't shrink.
Most utilities and telecoms teams sample a handful of calls per agent per month. SystemsX analyses 100% of your interactions — billing disputes, outage updates, cancellation calls — automatically, at any volume.
Energy suppliers
Water companies
Broadband & internet service providers
Mobile network operators
Pay TV & streaming providers
Multi-utility providers
Every caller is already frustrated before they say hello.
Energy, water and broadband are essentials, not choices. When an unaffordable bill lands, the emotion is immediate and your agents absorb it. Sampling cannot show where stress is building.
You can't prove every vulnerable customer was handled right.
Essential-service rules carry specific obligations to customers in hardship, and missing a vulnerability signal can be a breach. Review a sample, and you can't know it's caught consistently.
Billing disputes dominate the queue — and decide who escalates.
Billing drives the most contact, from disputed charges to direct debit changes. How each call goes decides whether the customer accepts, escalates or leaves, and you must prove it.
Cancellation calls are won or lost in minutes — unseen.
Every call to cancel, switch or downgrade is a retention chance, but only for an agent with the right information. Most operations can't see how these calls go, so the gap stays invisible.
Your policies are compliant. Can you prove your calls are?
Regulators expect evidence that pricing, contract and switching standards hold on every call. One slip, like misstating exit fees, surfaces months later as fines and a complaints backlog.
How SystemsX helps
Full visibility on quiet Tuesdays and surge days alike.
Four products that work alone and feed each other — measuring every interaction, understanding what drives contact, keeping every answer current, and adding capacity the moment demand spikes.
The evidence base your regulators expect, built automatically.
Sense scores every interaction against the Metrics, Compliance rules, Tags and Flags you define, giving QA, Compliance, Empathy and Behaviour in one CXS. When an event triples volume, coverage holds at 100% and Reporting proves complaint standards met.
- 100% of calls, chats and emails scored — surge days included
- Vulnerable-customer handling evidenced, retrievable and reportable
- Complaint-handling and sales-disclosure standards tracked on every interaction
- Empathy scoring shows where difficult calls are wearing teams down
Spot the billing error, the competitor campaign, the service fault — from the calls themselves.
Intelligence captures and structures what customers say across every channel, surfacing the issues behind your volumes. A billing cluster signalling a fault, a switching spike after a rival campaign: Conversation Research finds it before it becomes a complaint.
- Emerging billing and service issues flagged from live contact patterns
- Switching and cancellation drivers identified at root cause
- Customer context that persists, so callers never start from zero
- Contact-driver insight that feeds demand planning and retention strategy
Change a tariff once. Every agent has it instantly.
Tariffs update, promotions expire, terms evolve. Knowledge holds it all in one governed source of truth, so a change made once is live for every agent on every channel. No expired offers, no misstated exit fees, and it connects to HubSpot, Zoho, Salesforce and Pipedrive.
- Tariff and policy changes live across the operation the moment they're approved
- Retention offers surfaced in context during cancellation calls
- Disclosure wording agents can rely on, channel by channel
- Connects to HubSpot, Zoho, Salesforce, Pipedrive and more
Immediate capacity for the contacts that don't need a human — measured like the ones that do.
AI Agents handle billing, payments, account updates, outage status and routine technical support across every channel, with escalation paths for anything sensitive. During a spike they add capacity that doesn't depend on yesterday's rota, and every interaction is scored by Sense.
- Billing, payment, account and outage-status contacts handled end to end
- Capacity that scales the moment a surge begins
- Guardrails and escalation rules you define, per campaign and queue
- Every AI conversation QA-scored to the same standard as your people
100%
of interactions analysed — not a monthly sample
55%
of supervisor hours saved every week
85%
improvement in quality call scores after coaching
300+
team members working on one platform
Frequently asked questions
Have more questions?
Tell us about your contact operation — volumes, channels, obligations — and we'll show you exactly how it would work for you.
Your interactions and knowledge live in a private system — not a public consumer LLM. SystemsX is AI-agnostic, so underlying models can change while your data governance, your configuration and your scoring history remain yours. Access, retention and processing are agreed with you, not imposed.
Yes — that's the point of per-business configuration. The Metrics, Compliance rules, Tags and Flags Sense scores against are defined around your obligations, so teams working under the standards set by energy and telecoms regulators in their market can evidence complaint handling, disclosure and customer treatment on every interaction. SystemsX provides the visibility and the evidence base; your policies define the standard.
Sense scores every interaction for the behaviours your vulnerability policy requires — identification, signposting, escalation, accurate documentation — and flags calls where signals may have been missed. Because coverage is 100%, you can show consistency across the whole operation rather than asserting it from a sample.
Analysis is automatic, so coverage stays at 100% whether you handle a normal day's contacts or three times that during a surge — there's no human review bottleneck to scale. Knowledge integrates with CRM and billing platforms including HubSpot, Zoho, Salesforce and Pipedrive, and the platform works alongside your existing telephony and channels.
No. Each product is a complete standalone product — many teams start with Sense for QA and compliance visibility, or AI Agents for surge capacity. They're smart alone and powerful together: each one you add feeds the others, and AI Agent calls are scored by Sense just like human ones.
Agents are configured with Guardrails and escalation rules you define, so sensitive conversations — hardship, vulnerability signals, formal complaints — route to your people immediately. Agents take the routine volume (billing queries, outage status, account updates) so human agents have more time for the calls that need them.
Utilities & Telecoms
See what 100% visibility looks like on your busiest day.
A 30-minute walkthrough with a specialist, shaped around your contact operation — billing, outages, retention, vulnerability. See the platform on real workflows. No commitment, no pricing pressure.