Oracle Utilities Customer Information Systems (CIS)

Improve call center performance

A single, intuitive user interface gives call center agents complete meter to cash to customer visibility, displaying the right information in the right context to enable more efficient, consistent, and comprehensive customer care.

Provide personalized service

Recommend the best programs, products, and next actions to your customers based on insights derived from unified meter, account, service, and communications data.

Reduce call-handling time

An intelligent agent portal with automated workflows and easily configurable process wizards ensures accuracy, increases efficiency, and enables both new and experienced agents to deliver better service to your customers.

Automate manual processes

Built-in modules for service order management, operational device management, and native integrations to Oracle Financials and CX solutions make it easy to automate business processes across your organization—reducing manual workloads and enhancing customer service delivery.

Elevate customer experience

Legacy CIS solutions were not built for modern customer experiences, but the Oracle Utilities customer platform is built with connectivity, automation, and intelligence at the core, laying the foundation for reaching your customer engagement goals.

Understand your customers

Get a true 360-degree understanding of your customers through connected usage, account history, communication preferences, and more—all available in a single customer agent desktop.

Connect across channels

Reach customers where they choose to engage, tailoring communications and engagement to their preferred channels and timing. Deliver consistent brand experiences synced across web, mobile apps, SMS, email, self-service, chat and phone.

Insight-driven offerings and proactive recommendations

Machine learning (ML) and intelligent insights make it easy to deliver recommendations to customers, whether on the phone with agents or through digital communication.

Make self-service easy

Empower customers to self-serve for common activities such as account management, start-stop-transfer, payments, and appointment setting—all with real-time updates to the database.

Key account management

Oracle Utilities customer platform makes it easy to deliver high-value service and complex billing for commercial and industrial customers and other key accounts.

Become a trusted business partner

Give your key accounts what they need to succeed. Key account-specific tools and channels let you engage your biggest revenue sources with the focused care and communications they require.

Complex and custom billing

Tailor billing and payments to the needs of key accounts while reducing manual processing. A powerful rate and billing engine supports complex bill calculations but makes it easy for users to build, test, and customize rates and calculations through an intuitive interface.

Complex billing

Make billing easy and accurate with a billing engine trusted by utilities across market and regulatory environments worldwide. Easily configure, test, and roll-out new rates and manage calculation rules with no coding or scripting required.

Rate management

Handle complex rate calculations easily with convenient point-and-click configuration tools (no coding required) and out-of-box readiness for residential, commercial, and wholesale market rate calculations.

More value from metering

Built-in meter data management brings meter and customer data together in a shared database to enhance operations, enrich customer experience, and provide flexibility for smart meter investments today and tomorrow.

Flexibility to fit your AMI strategy

Still deploying smart meters? Not started yet? No problem. Upgrade customer operations now while laying a foundation for advanced metering infrastructure (AMI) success later. As smart meter initiatives develop, advanced metering capabilities are already built in and available to stand up.

Enhance smart meter rollouts

Get value from day one of your meter programs. Flag faulty meters fast so repairs are made before field crews leave their deployment areas.

Take diagnostics even further, using built-in data visualization to go beyond basic meter metrics and see trends in rollout performance. Leverage built-in service order management to automate repairs from flag to fix.

Proactively address leaks and loss

Transform meter and device data into meaningful insights. Oracle’s advanced metering capabilities help utilities see how their networks of wires or pipes are performing at the customer level. This trustworthy, granular data visibility makes it easier to find losses from both technical and non-technical origins.

Enrich customer engagement

Meter data is an important element in developing a 360-degree relationship with your customer. Empower your agents to help customers reduce their energy usage during peak hours, take advantage of new programs, and effectively address calls about bills.