Agent 360
Reach Customers Instantly. Improve Communication. Reduce Call Volume.
Campaign 360 by POWERCONNECT.AI is an enterprise SMS notification platform designed specifically for utilities and public service organizations. Whether you're communicating planned outages, emergency events, payment reminders, service disruptions, or community updates, Campaign360 helps you deliver the right message to the right customers at the right time.
What It Does
AI Agent 360 integrates directly with your existing Customer Information System (CIS) and other core platforms to provide:
Real-time insights and predictive responses.
Conversational knowledge management that learns and improves with feedback.
Seamless transitions between automated AI chat or voice and live human agents.
The result? A smarter, faster, more connected way to serve customers — inside and out.
Key Capabilities
Internal AI Assistant: Your utility’s private ChatGPT, built securely within your environment for agents, engineers, and IT teams.
Agentic Automation: 150+ pre-built AI use cases let agents ask, command, and act — like “Analyze this customer’s usage” or “Send their bill in Spanish.”
Unified Interface: Brings together CIS, OMS, AMI, GIS, and telephony systems (RingCentral, Cisco, Five9, NICE inContact) into a single workspace.
Real-Time Sentiment Analysis: Understand customer and agent tone instantly to improve experience and training.
AI Supervisor: Delivers real-time coaching, feedback, and skill development suggestions to each agent — turning performance data into actionable improvement.
Training Intelligence: Evaluates performance trends, identifies training needs, and automatically recommends targeted learning modules — replacing manual oversight with scalable, AI-driven coaching.
Command Dashboard 360:Provides supervisors with a live, holistic view of agent performance, sentiment trends, and service quality metrics across the contact center.
Knowledge Evolution:AI Agent 360 learns continuously from every conversation to refine responses and recommendations.
Omnichannel Integration:Includes Web Chat 360 and Voice 360 for seamless customer interactions across chat, voice, and portal environments.
Seamless Integration
Campaign360 integrates with leading utility platforms including:
Oracle
SAP
Harris
SpryPoint
Tyler
Muni-LInk
Jomar
CIS
The platform automatically leverages customer, account, and service location data from your existing systems without requiring duplicate data entry.
Utility Use Cases
Power Outages
Notify affected customers instantly when outages occur and provide restoration updates throughout the event.
Water Main Breaks
Alert impacted customers regarding service interruptions, boil water advisories, and repair progress.
Payment Reminders
Automatically notify customers before due dates, reducing late payments and improving collections.
Planned Maintenance
Communicate upcoming maintenance activities and expected service impacts.
Conservation Programs
Promote energy efficiency, water conservation initiatives, and rebate programs.
Community Notifications
Share important utility updates, public meetings, emergency preparedness information, and service announcements.
Why Campaign360?
Improve Customer Satisfaction
Deliver timely, relevant information through customers' preferred communication channel.
Reduce Call Center Volume
Proactively communicate important information before customers need to call.
Increase Operational Efficiency
Automate notification workflows and emergency communications.
Strengthen Community Engagement
Build trust through transparent, proactive customer communications.
Enterprise Security
Secure cloud architecture
Role-based access controls
Audit logging and reporting
Customer opt-in/opt-out management
Utility-owned data
No customer data used for AI training
