EXL to transform customer service operations with data and analytics for the Data Communications Company
EXL [NASDAQ: EXLS] has secured a contract to manage service desk operations for the Data Communications Company (DCC), focusing on smart meter infrastructure and supplier switching issues in the UK. The company will employ data analytics and AI to optimize customer service operations, predict problems, and streamline issue resolution. This collaboration aims to enhance DCC's operational capacity and support the UK's smart metering program through automated processes and efficient data management. The partnership will leverage EXL's expertise to improve user experience and reduce operational costs while maintaining high service standards.
EXL [NASDAQ: EXLS] ha ottenuto un contratto per gestire le operazioni del servizio clienti per la Data Communications Company (DCC), concentrandosi sull'infrastruttura dei contatori intelligenti e le problematiche di cambio fornitore nel Regno Unito. L'azienda impiegherà analisi dei dati e intelligenza artificiale per ottimizzare le operazioni di servizio clienti, prevedere problemi e semplificare la risoluzione delle problematiche. Questa collaborazione mira a potenziare la capacità operativa della DCC e sostenere il programma di smart metering del Regno Unito tramite processi automatizzati e una gestione efficiente dei dati. Il partenariato sfrutterà l'esperienza di EXL per migliorare l'esperienza degli utenti e ridurre i costi operativi mantenendo elevati standard di servizio.
EXL [NASDAQ: EXLS] ha conseguido un contrato para gestionar las operaciones de servicio de atención al cliente de la Data Communications Company (DCC), centrándose en la infraestructura de contadores inteligentes y en los problemas de cambio de proveedor en el Reino Unido. La empresa utilizará análisis de datos e inteligencia artificial para optimizar las operaciones de atención al cliente, predecir problemas y agilizar la resolución de incidencias. Esta colaboración tiene como objetivo mejorar la capacidad operativa de DCC y apoyar el programa de medidores inteligentes del Reino Unido a través de procesos automatizados y una gestión eficiente de datos. La asociación aprovechará la experiencia de EXL para mejorar la experiencia del usuario y reducir los costos operativos, manteniendo altos estándares de servicio.
EXL [NASDAQ: EXLS]은 데이터 통신 회사(DCC)의 서비스 데스크 운영을 관리하는 계약을 체결했습니다. 이는 영국 내 스마트 미터 인프라와 공급업체 전환 문제에 초점을 맞추고 있습니다. 이 회사는 데이터 분석 및 인공지능을 활용하여 고객 서비스 운영을 최적화하고 문제를 예측하며 문제 해결을 간소화할 것입니다. 이 협업은 DCC의 운영 능력을 향상시키고 영국의 스마트 미터링 프로그램을 자동화된 프로세스와 효율적인 데이터 관리로 지원하는 것을 목표로 하고 있습니다. 파트너십을 통해 EXL의 전문 지식을 활용하여 사용자 경험을 개선하고 운영 비용을 절감하며 높은 서비스 기준을 유지할 것입니다.
EXL [NASDAQ: EXLS] a obtenu un contrat pour gérer les opérations du service d'assistance pour la Data Communications Company (DCC), se concentrant sur l'infrastructure des compteurs intelligents et les problèmes de changement de fournisseur au Royaume-Uni. L'entreprise utilisera l'analyse des données et l'intelligence artificielle pour optimiser les opérations de service client, prévoir les problèmes et simplifier la résolution des problèmes. Cette collaboration vise à améliorer la capacité opérationnelle de la DCC et à soutenir le programme de comptage intelligent du Royaume-Uni grâce à des processus automatisés et une gestion efficace des données. Le partenariat tirera parti de l'expertise d'EXL pour améliorer l'expérience utilisateur et réduire les coûts opérationnels tout en maintenant des normes de service élevées.
EXL [NASDAQ: EXLS] hat einen Vertrag zur Verwaltung der Service-Desk-Operationen für die Data Communications Company (DCC) gesichert, der sich auf die Infrastruktur intelligenter Zähler und Probleme beim Anbieterwechsel im Vereinigten Königreich konzentriert. Das Unternehmen wird Datenanalyse und KI einsetzen, um die Kundenservice-Operationen zu optimieren, Probleme vorherzusagen und die Problemlösung zu straffen. Diese Zusammenarbeit zielt darauf ab, die operationale Kapazität der DCC zu verbessern und das Smart Metering-Programm des Vereinigten Königreichs durch automatisierte Prozesse und effizientes Datenmanagement zu unterstützen. Die Partnerschaft wird EXLs Fachwissen nutzen, um die Benutzererfahrung zu verbessern und die Betriebskosten zu senken, während hohe Servicestandards aufrechterhalten werden.
- Secured new contract with DCC for service desk operations management
- Implementation of AI and data analytics to optimize operations
- Potential for operational cost reduction through automation
- Expansion of services in the UK energy sector
- None.
Insights
This contract win with DCC represents a strategic expansion in the UK's critical infrastructure sector. The implementation of AI and data analytics for smart meter operations positions EXL to capture recurring revenue streams while building valuable intellectual property in the utilities sector. Key value drivers include:
- Potential for significant operational cost reduction through AI-driven automation
- Enhanced market position in the UK's growing smart infrastructure segment
- Development of scalable solutions that can be replicated across other utility clients globally
While the contract value wasn't disclosed, the scope suggests material revenue potential given the UK's extensive smart meter network. The focus on operational efficiency and customer experience aligns with broader industry trends toward digital transformation in utilities.
This deal strengthens EXL's foothold in the UK utilities market at a important time. The UK's smart meter rollout represents a £13.5 billion investment through 2025, with ongoing operational support needs. DCC's role as the central data hub for UK smart metering makes this a high-visibility contract that could lead to additional opportunities. The partnership's focus on supplier switching efficiency addresses a key market pain point, as the UK energy market undergoes significant restructuring amid the transition to renewable energy sources.
Strengthening smart meter infrastructure and enabling smooth customer transitions between suppliers
NEW YORK, Nov. 19, 2024 (GLOBE NEWSWIRE) -- EXL [NASDAQ: EXLS], a leading data analytics, digital operations, and solutions company, has been awarded a contract to manage the service desk operations for the Data Communications Company (DCC). This role involves overseeing incidents related to smart meter infrastructure, and handling issues arising from smart meters or from consumers switching between suppliers. EXL will utilize data analytics and AI to identify patterns, predict potential problems, and optimize resolution processes.
EXL is working with the DCC to support its vision of a secure, efficient data network that underpins the UK’s smart metering program. By leveraging a data-driven approach to optimize customer service desk operations, EXL will use its expertise to streamline issue categorization and resolution, making the network more resilient and responsive. Additionally, through automated processes, EXL will facilitate smoother energy consumer switching and seamless smart data accessibility, supporting the efficient, reliable flow of energy information. This collaboration will enhance DCC’s operational capacity, preparing the network for the complex future upgrades needed for advancing their commitment to the UK's net-zero targets.
“We’re delighted to be collaborating with EXL and working with them to enhance our customer experience when interacting with our service center,” said Paul McGinlay, director of service operations at DCC. “EXL has a vast amount of experience in this area and I’m very excited about what we can achieve together and the positive impact this will have on our customers as we continue to scale up our smart metering network across the UK.”
“We look forward to being entrusted with this critical role in managing the DCC’s service desk operations,” said Rahul Arora, senior vice president and head of EXL’s emerging business unit for the UK. “This agreement reflects our commitment to excellence and innovation in the energy sector. By leveraging our industry expertise, data, analytics, operations and digital acumen, we aim to enhance the user experience and reduce costs, ultimately contributing to a more efficient and reliable smart meter infrastructure.”
In addition to maintaining high service standards, the DCC will benefit from EXL's advanced data, digital, and AI capabilities. This collaboration aims to enhance the user experience and reduce operational costs by leveraging EXL's industry-leading solutions.
EXL has been working with customers in the UK for over 20 years. To learn more about EXL’s capabilities in the UK, visit EXL’s website here.
About EXL
EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 57,000 employees spanning six continents. For more information, visit www.exlservice.com.
About the Data Communications Company
The DCC operates and maintains the secure data network for smart meters across Great Britain. Its mission is to ensure the reliable and efficient operation of the smart meter infrastructure, enabling consumers to enjoy the benefits of smart energy.
Cautionary Statement Regarding Forward-Looking Statements This press release contains forward-looking statements within the meaning of the United States Private Securities Litigation Reform Act of 1995. You should not place undue reliance on those statements because they are subject to numerous uncertainties and factors relating to EXL's operations and business environment, all of which are difficult to predict and many of which are beyond EXL’s control. Forward-looking statements include information concerning EXL’s possible or assumed future results of operations, including descriptions of its business strategy. These statements may include words such as “may,” “will,” “should,” “believe,” “expect,” “anticipate,” “intend,” “plan,” “estimate” or similar expressions. These statements are based on assumptions that we have made in light of management's experience in the industry as well as its perceptions of historical trends, current conditions, expected future developments and other factors it believes are appropriate under the circumstances. You should understand that these statements are not guarantees of performance or results. They involve known and unknown risks, uncertainties and assumptions. Although EXL believes that these forward-looking statements are based on reasonable assumptions, you should be aware that many factors could affect EXL’s actual financial results or results of operations and could cause actual results to differ materially from those in the forward-looking statements. These factors, which include our ability to maintain and grow client demand, our ability to hire and retain sufficiently trained employees, and our ability to accurately estimate and/or manage costs, rising interest rates, rising inflation, recessionary economic trends, and ability to successfully integrate strategic acquisitions, are discussed in more detail in EXL’s filings with the Securities and Exchange Commission, including EXL’s Annual Report on Form 10- K. You should keep in mind that any forward-looking statement made herein, or elsewhere, speaks only as of the date on which it is made. New risks and uncertainties come up from time to time, and it is impossible to predict these events or how they may affect EXL. EXL has no obligation to update any forward-looking statements after the date hereof, except as required by applicable law.
Contacts
Media
Keith Little
+1 703-598-0980
media.relations@exlservice.com
Investor Relations
John Kristoff
+1 212 209 4613
IR@exlservice.com
FAQ
What is the new contract EXL (EXLS) secured with DCC in November 2024?
How will EXL (EXLS) improve DCC's service desk operations?
What are the expected benefits of EXL's (EXLS) partnership with DCC?
