Solutions · Utilities
When the bill or the power goes wrong, customers call.
Utility customers mostly contact you when something has gone wrong. An outage, a high bill, a missed appointment. How those contacts are handled decides trust, complaint volumes and what the regulator hears. We make sure you hear it first.
Trusted by electricity and water providers.
Programmes running for utilities in the United States and Europe.
Why it matters now
Most utility contacts start with a problem.
Outages bring spikes.
One storm can bring a week of calls. Customers mostly want to know when the power or water is coming back.
Bills bring complaints.
Estimated readings, tariff changes and payment plans drive the largest share of difficult conversations.
Regulators are watching.
Complaint handling and care for vulnerable customers are under closer scrutiny every year.
Where we add value
Customer surveys and Voice of the Customer for utilities on Genesys Cloud CX.
What changes for your customers and your regulator.
Outage feedback at scale
What customers said during and after an outage, by area and by channel.
Billing problems explained
Free text sorted into the reasons behind bill complaints, so the fix goes to the billing team.
Vulnerable customers flagged
Comments that suggest a medical need, hardship or distress reach a priority team the same day.
Field visits rated
Engineers and appointments scored by the customers who were there.
Fewer escalations
Poor scores open a case with the full history, before the customer goes to the regulator.
Evidence for the regulator
Customer outcome reporting by journey, area and customer group.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Comments about estimated bills rose sharply in one billing cycle.Spotted
Flagged to billing with the accounts and the comments behind it.
Low scores after outage calls mention not knowing when power would return.Explained
The fix goes to outage communications.
A customer mentions a medical device at home during an outage.Acted on
Routed to the priority services team the same day.
Results
What customers have seen.
Who we work with
Electricity, water and energy providers in the US and Germany run customer programmes on CX Index.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for utilities on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For utilities, it covers outages, billing and field visits, flags vulnerable customers the same day and produces customer outcome evidence for the regulator.
How do utilities survey customers after outage and billing calls on Genesys Cloud CX?
CX Index sends a short survey after the Genesys call or chat, tagged with the reason for contact and the area. Outage and billing feedback is reported where it happened, and comments that suggest a vulnerable customer reach the priority team the same day.
Can feedback be reported by area?
Yes. Responses can carry the area, network zone or postcode, so you see outage and billing feedback where it happened.
Can vulnerable customers be flagged automatically?
Yes. Comments that suggest a medical need, hardship or distress can open a case for your priority team.
Last updated 29 September 2026
See it with your own data
Hear customers first, before the regulator does.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.