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Alerts and Preference Management

Our Notifi® platform combines information about customers’ communication preferences with your data to automatically deliver the messages they want, the way they want to receive them.

Personalized Communication

Your customers are unique. Some want a lot of information, while others may only want to know when their bill is due or when you have responded to a service request. Some may prefer to hear from you by email, while others want to use mobile channels. The Notifi Preference Center keeps track of each customer’s preferences and gives them a single place to manage all of their contacts and subscriptions.

Available Channels

  • Email
  • SMS text message
  • Mobile app push notification (available with KUBRA iMobile™)
  • Pre-recorded or text-to-speech voice message
  • Voice
  • Amazon Alexa, Facebook Messenger, and Google Assistant

Proactive Messaging

Customers can subscribe for messages by entering a contact in the Notifi Preference Center. The Notifi platform keeps track of those subscriptions and sends messages automatically when something happens that the customer is interested in hearing about (such as bills, payments, and utility outages). The Notifi platform also supports a variety of business rules. For example, usage reports can be sent on a regular schedule or whenever a customer’s usage exceeds a threshold set by that customer.

Natural Language Processing

Using KUBRA IQ™ technology, customers can use everyday language to communicate via text message, Facebook Messenger, Amazon Alexa, and more. Customers no longer need to remember keywords, such as “BAL,” “PAY,” “OUT,” or “STAT,”  to inquire about account balances, facilitate paying a bill, report service interruptions, or ask for updates. They can simply interact with Notifi as if they were dealing with a live agent and will receive responses in the same way.

Automated Conversations

Conversation templates allow you to create automated two-way conversations that respond to customer requests with information from your back-office systems. Proactive messages can also include prompts for customer responses or links to relevant resources. If you also use KUBRA iMobile™ Apps, you can send text messages or push notifications that link customers directly to the relevant section of the mobile app.

TCPA, CAN-SPAM, and TRACED Act-Compliant Communications

The Notifi platform helps capture written consent, provides a location for customers to unsubscribe, and offers templates that allow you to meet CAN-SPAM regulations for email – all within a single platform. It also helps meet TCPA requirements by offering a solution for determining if phone numbers are landline or mobile numbers and for monitoring changes in phone number ownership for deregistration purposes.

For utilities, Notifi also lets you leverage new clarifications from the U.S. Federal Communications Commission (FCC) that allow utilities to interact with 100% of their contacts about information “closely related to the utility service” such as outages, service interruptions, or pending disconnects. With Notifi, you can easily enroll contacts to receive these TCPA-eligible voice and SMS alerts.

SHAKEN/STIR

KUBRA works with our clients to implement SHAKEN/STIR for all outbound Voice/IVR calls we place on their behalf from the Notifi application, simplifying compliance. 

To comply with the TRACED Act, the FCC mandated the SHAKEN/STIR regulation on March 31, 2020 to crack down on unlawful robocalls and increase useful call answer rates. This new authentication protocol will stop caller ID spoofing and when adopted, carriers can present trust indicators like “Caller Verified” to recipients’ phones. This will greatly cut down on spam calls for U.S. and Canadian carriers.

Flexible Platform

The Notifi platform includes standard alert programs for billing, payments, service interruptions, usage, and more. However, because the Notifi platform is modular, you can also add new alert programs to meet your customers’ changing needs, such as vegetation trimming, meter reads, meter replacements, and customer surveys.

Secure and Scalable Implementation

Notifi is powered by cloud computing to provide on-demand scalability, with encryption to ensure that your customers’ personal information is kept secure.

 

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