The FINANCIAL — Competition is driving utility retailers to invest in better-performing customer care and billing (CC&B) solutions, additional analytic capabilities, modern IT platforms, and more agile data storage facilities, according to IDC Energy Insights' latest survey of global utilities.
The implementation of smart metering for residential customers, demand response and customer engagement programs, electric vehicles, and other innovations are increasing the functionalities, scalability, and flexibility of CC&B systems, shows the survey.
A recent IDC Energy Insights report (Utilities Scaling Up Growth and Innovation in Their IT Budgets for Successful Customer Operations, EISC01W, April 2014) analyzes global trends in utility retailers' activities, specifically regarding their customer operations. The report leverages two industry-specific IDC surveys covering Western Europe (IDC Energy Insights Western European Utilities Survey 2013) and North America (IDC Energy Insights 2013 Vertical IT and Communications Survey).
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