Channel shift during peak storms
National utility provider
25% fewer inbound calls
Orchestrated proactive outage messaging and IVR status journeys that calmed call spikes and improved regulator CSAT scores.
Telecoms & Utilities
From Outages to Always-On Experiences
We help telecom and utility providers deliver the seamless, reliable customer experiences that today’s connected world demands — from AI-powered contact centres to real-time analytics and cloud migrations.
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0%
Inbound calls avoided during outages with proactive messaging.
0%
Billing queries resolved automatically with AI-powered IVR.
0%
Increase in first-contact resolution after CRM + CTI integration.
When Service Disruption Becomes a Brand Issue
For telecom and utility providers, customer trust is everything. Outages, billing issues, or inconsistent service can quickly erode loyalty.
We align outage communications, customer journeys, and cloud infrastructure so your teams can inform, reassure, and resolve before frustration builds.
Challenges We Solve
Telecoms and utilities operations live or die by trust. We address the pain points that drive complaints, regulator scrutiny, and churn.
Outage communications that arrive too late.
Coordinate outage comms across SMS, email, IVR, and web so customers know what’s happening before they need to call.
Billing journeys that generate avoidable demand.
Simplify statements, automate proactive billing alerts, and surface contextual answers in every channel.
Agents working blind without unified insight.
Give teams one view of the customer, asset, and network status so cases never start from zero.
Manual incident playbooks that slow recovery.
Digitise workflows with AI-assisted triage, knowledge, and collaboration to cut restoration times.
Next-Gen Solutions for Connected Industries
Consultants and engineers partner with your teams to orchestrate journeys that anticipate outages, deflect repetitive demand, and keep experiences resilient.
Real-time alerts keep customers informed and calm.
Trigger multi-channel notifications the moment telemetry flags an incident. Integrate with OMS, SCADA, and network tools so updates are accurate down to the postcode.
Proven Results
We deliver measurable impact from the control room to the contact centre.
Conversational AI in 12 weeks
Tier-1 telecoms brand
40% routine billing queries automated
Launched an AI IVR and digital assistant that resolved payment plan and usage questions without agent intervention.
Unified view across teams
Field service-powered telco
22% uplift in first-contact resolution
Integrated CRM, CTI, and workforce scheduling so experts join live calls with full context in under 30 seconds.
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Why Providers Choose Creative Communications Lab
We blend resilience engineering with customer experience strategy so every programme moves fast and scales safely.
Resilience by design
Blueprints for high availability, load shedding, and disaster recovery are embedded in every build.
CX expertise + technical depth
Strategists, designers, and engineers co-create journeys, platforms, and measurement frameworks.
Faster ROI
Outcome-focused delivery pods ship value in 90-day increments with transparent ROI tracking.
Vendor-agnostic integrations
Certified practitioners across Avaya, Genesys, AWS, Azure, Salesforce, ServiceNow, and billing platforms.
Customer-first methodology
We choreograph outage, billing, and loyalty journeys with voice of customer and operational data at the core.
FAQs for Telecoms & Utilities
Answers to the questions CX, operations, and technology leaders ask us most.
How can you reduce call spikes during outages?
We combine proactive outbound notifications with AI deflection across IVR, chat, and messaging. Clients typically cut inbound demand by up to 25% while improving transparency scores.
Can you integrate with our billing and CRM systems?
Yes — we specialise in Salesforce CTI integrations and custom APIs for billing platforms, ensuring agents see usage, balance, and outage context in one place.
How secure and resilient are your solutions?
We design for high availability, geo-redundancy, and compliance with energy and telecom regulations, with observability dashboards to evidence resilience.
What’s the impact for frontline staff?
Agents get guided workflows, real-time knowledge, and integrated tooling that remove manual lookups and reduce escalations.
Why not just use a large SI (Systems Integrator)?
Unlike larger players, we’re more agile, outcome-driven, and accountable. We deliver strategy and engineering in one squad so you see value in weeks, not years.
What the Numbers Show
Independent research underpins why telecoms and utilities invest in proactive, AI-enabled experiences.
0%
of utility customers say poor service after an outage is worse than the outage itself.
Source: Accenture
0%
of telecoms customers are likely to switch providers after a bad experience.
Source: PwC
0–30%
reduction in inbound contact volumes from proactive service updates.
Source: Gartner
0%
cost-per-contact reduction when AI-powered chatbots handle routine demand.
Source: IBM
0%
higher first-contact resolution for telecoms firms with integrated CRM + CTI.
Source: Salesforce
Power up your customer experience.
Book a 30-minute workshop and explore how to cut costs, improve satisfaction, and future-proof your customer journeys.