GENESYS：2024年英国联络中心垂直市场报告：公用事业（英文版）

Utilities comprises those businesses selling water, gas and electricity, as well as increasingly trying to market new services such as internet access and telephony to their customer base. While some incumbent utility companies had reported job losses and consolidation, the significant number of new players (both suppliers and aggregators, especially ‘green’ energy) had gone some way to balancing this. While service is a differentiator in utilities, most decisions are still driven by price. R