What challenges does Exceptions360™ address?

Exceptions360™ addresses revenue leakage from unresolved exceptions, customer dissatisfaction from delays and billing errors, compliance risk from inability to meet audit standards, high operational costs from manual processes, and reduced agility from systems that don't communicate effectively.

What are the six stages of the Exceptions360™ journey?

The six stages are: Decision Intelligence (AI and machine learning to analyze data), Resilient Billing & Payments (operational reliability and accuracy), Secure & Compliant (data privacy and security), Increased Satisfaction (improved customer experience), Intelligent Resolution (AI-driven resolution paths), and Enriched Data & Insights (actionable real-time data).

What benefits does Exceptions360™ provide?

Exceptions360™ improves revenue realization, prevents future exceptions from occurring, provides improved operational visibility, and enables better internal collaboration.

Experience360^™

AI Agents that transform the customer journey.

Every touchpoint smarter. Every journey profitable.

Attract, Reward, and Retain Customers. Experience the power of enhanced, personalized service and proactive engagement intelligence.

ArcOne Experience360™ is designed to deliver consistent, connected omnichannel experiences that turn every interaction into a loyalty-building opportunity.

Measurable Impact

up to

40%

Reduction in Call Center Volume

up to

25%

Faster Issue
Resolution Time

up to

90%

Customer Satisfaction Score

Challenges & Pain Points

Disconnected Digital Channels

Inconsistent customer experience and lack of personalization.

Delayed Customer Response

Slow response times lead to dissatisfaction and potential complaints.

Reduced Agility & Data Silos

Customer data not accessed leading to missed revenue opportunities.

Imagine Revenue Intelligence that can...

Increase customer satisfaction, detect and fix leakage, increase profits and reduce costs.

Predict. Personalize. Recommend. Respond.

Experience360™ is built on an intelligent and personalized foundation, ensuring that every interaction is informed by the customer's complete history and preferences.

The Experience360™ Methodology: From Static to Responsive Engagement

AI Agents that transform the customer journey.

Predict

Omnichannel support with seamless predictive intelligence for customer interactions across

Personalize

Tailored recommendations and support unique to every individual user, built on deep data profiles.

Recommend

Threads interactions across multiple channels without losing context, providing the "next best action" for agents and users.

Respond

Intelligent omnichannel customer service increases loyalty, responsiveness, and overall engagement metrics.

The Core Capabilities of the End-to-End Journey

The Experience360™ journey transforms the siloed customer experience into a unified, intelligent system. It is built on a resilient, modern architecture that connects core channels and systems with a central intelligence layer.

Decision Intelligence

The foundational layer that uses AI and machine learning to analyze data and proactively identify risks and opportunities across the entire
M2C process.

Customer Support Intelligence

Focuses on understanding customer
requirements, usage and personalizing across the revenue cycle and embedded
with call center management systems.

Intelligent Engagement

Provides embedded intelligence within the self-service capabilities to deliver better visibility, tailored recommendations and offers.

Enriched Data, Insights, and Analytics

The final output that provides actionable, real-time data to monitor exception patterns and continuously refine billing operations.

Traditional vs Intelligent Experience Engagement

Traditional Experience Management

→

Disjointed digital channels create a
frustrating, inconsistent customer experience.

→

Lack of transparency into how bills are produced.

→

Reactive experiences that do not provide insight into how or when a customer should act.

→

Slow response times lead to dissatisfaction and potential complaints.

What Experience360^™ Does

→

Intuitive Self Service
Embedded intelligence that predicts and personalizes self-service engagement and reduces dependency on call centers.

→

CSR Agent Assistance
Provides CSRs with real-time, predictive capabilities to identify the reason for the call, identify the necessary documents and assets for issue resolution.

→

AI-Powered Agents
LYZA, the embedded AI assistant answers customer questions in natural language and provides predictive suggestions based on historical behavior and system changes.

→

Security & Deployment
The platform supports modern authentication protocols, role-based access controls, encryption, and detailed audit logging to ensure data protection at every layer.

Benefits

✅

Enhanced Customer
Satisfaction: Customers benefit from transparent billing, and personalized guidance resulting in fewer complaints and stronger loyalty.

✅

Operational Efficiency
Reduces call volumes and CSR load by empowering users with robust self-service tools.

✅

Seamless Digital Experience
Delivers consistent, channel-agnostic experiences, reducing customer frustration and service friction.

✅

Actionable Intelligence
AI insights and predictive analytics help utility providers anticipate needs, optimize engagement, and drive smarter decisions.