As the Hansen team gears up for another action-packed week at IUCX, the leading event of its kind for the Energy & Utilities sector in North America, there’s no denying that the CIS landscape is undergoing change like never before. And our first full calendar year of quarterly releases can attest to that. This month, Hansen is pleased to announce our fourth quarterly update to Hansen CIS for North American Municipalities and Utilities, which includes a slew of updates addressing various elements of this rapidly evolving industry. In this blog, we provide insights into some of the key enhancements for customers of Hansen CIS. To get a comprehensive breakdown of all the recent updates, reach out to your account manager, visit the What’s New page on the Hansen CIS Connect Community site, or check out our booth in Phoenix!
REBATE PROGRAMS MODULE
A new module has been added to Hansen CIS to support rebate campaigns offered by the utility. By implementing rebate programs with criteria configured to match business processes, the utility can effectively target its unique audience and personalize marketing strategies for optimal results. Utilizing the flexible setup of the rebates module, the company can simplify the enrollment process for its rebate programs, improving the overall customer and Hansen CIS user experience.
CSR DASHBOARD ENHANCEMENTS
To continue the effort to make all of Hansen CIS metadata-driven and easily configurable, the dashboard screen, called the CSR Dashboard, is now also completely configurable without requiring any customizations. Each tab has been updated to make use of the flexible metadata structure used by other CIS screens, allowing the user to adjust how and where each field is displayed. While the CSR Dashboard itself, and its accompanying tabs, have been ‘converted’ to provide the same ultimate functionality, this structural overhaul means you can use any columns in any table in the Hansen CIS database to build out the CSR Dashboard to suit the needs of CSR processes, or build out dashboards suited to other business needs.
HANSEN BUSINESS INTELLIGENCE COURSES ON HANSEN LEARNING
A new set of courses has been released to support utilization of Hansen Business Intelligence (HBI) features. The functional overview course provides an overview of the use of interactive dashboards, KPI tiles, graphs, and reports that provide insights into business data trends and anomalies through HBI. Participants will learn how to navigate and utilize various pre-built decision-support components, including the Executive and Billing Ops Dashboards, to analyze data effectively and make informed business decisions. The course also explores the configuration options available for dashboards and the integration of data from Hansen CIS.
HANSEN VIRTUAL AI AGENT
The recently-released Hansen AI Virtual Agent has been directly integrated with the Hansen Self Service Portal (HSSP). Customers can now click to call or chat with a personalized AI Virtual Agent, any time of day, whenever they are online. The AI Virtual Agent uses the same Hansen Integration Framework (HIF) APIs that the self service portal does to “talk” directly to Hansen CIS.
The Hansen AI Virtual Agent offers unique features tailored to utility customer service interactions. It operates 24/7, providing assistance through web chats and calls, following your defined business practices and conversing with customers naturally. The Virtual AI Agent doesn’t just answer questions and repackage information found online, before turning customers who need help over to a human, but any action that can be performed via the Hansen Integration Framework (HIF) in Hansen CIS can also be performed by your agent. The same way that your rules and settings allow your customers to view and update information in the Hansen Self Service Portal (HSSP), your agent can update contact information, make a payment, or add a service order, without employee intervention. The integration touchpoints for this product will continue to be built out for Hansen CIS in the coming months and years.
These improvements and the many other enhancements included in our latest release ensure that Hansen CIS is well-positioned for the era of digitization and AI. They constitute a progression in our vision to constantly improve your CIS experience on every level. At Hansen, we are committed to bringing the best changes right to you – and that is something that you can always count on.
