Powerful Call Center Management Made Simple

In the world of utilities and field service management, communication is everything. Whether it’s scheduling an appointment, resolving an issue, or delivering proactive updates, customer experience starts at the first point of contact. That’s why Ensight Plus goes beyond work order and inventory management. We offer a complete AI-driven call center and customer care platform designed to keep you connected, responsive, and in control.

A True End-to-End Communication Platform

Ensight Plus is more than a call center—it’s a fully integrated, cloud-based communication hub that centralizes every interaction into one intuitive platform. From calls to video chats, emails to texts, our integration with Twilio makes it easy to connect with your customers, anytime and through any channel.

Core Features Include:

• Inbound & Outbound Call Management: Automatically pull up customer records based on caller ID, record calls, and log every interaction.
• Omnichannel Communication: Make and manage video calls, emails, SMS, and even automated alerts—all in one place.
• CRM Functionality: Build your customer database manually or via import, then associate customer profiles with field activities and mobile apps.
• AI-Driven Assistance: Use AI to analyze conversations in real time, suggest next best actions, summarize calls, and provide instant support prompts to agents.

Smart Scheduling, Real Results

Customer care doesn’t stop with a phone call and it doesn’t always require an agent. Ensight Plus’ agentless appointment scheduling allows customers to book service through an interactive IVR, AI-powered chatbot or self-service portal.

• AI-Powered Appointment Booking: Customers can schedule or reschedule appointments without waiting on hold.
• Intelligent routing: Match jobs to technicians based on location, service type, or technician skillset
• Real-time booking: appointment slots update instantly, preventing double-booking and ensuring accuracy.
• Automated Reminders: Trigger SMS or email confirmations and reminders to keep customers informed.

This customer-facing functionality not only reduces call volumes but also empowers customers with greater flexibility and convenience.

Built for Efficiency and Insight

From the front line to the back office, Ensight Plus equips your team with tools that streamline operations and elevate performance.

• Call Recording & Transcripts: Securely store recordings in Ensight+ or Wasabi, complete with searchable audio transcripts.
• Interactive Voice Response (IVR): Set up automated call flows and direct calls based on caller needs or department.
• Skill-Based Call Routing: Route calls to the right team member based on skills or project assignment.
• Status Management: Accurately track agent availability with custom statuses like Lunch, Break, Supervisor, and Training.

Customization That Fits You

No two teams operate the same way—and with Ensight Plus, they don’t have to.

• Configure local or toll-free numbers
• Create and manage call queues and overflow routing
• Set business hours and automatic voicemail options
• Build calling lists and integrate with external systems for outreach or mailing

Visibility Across Every Touchpoint

Customer service doesn’t exist in a vacuum. Ensight Plus links every interaction—phone calls, texts, field visits, emails, mailers—into one unified timeline, so agents and managers always have the full picture.

And with AI-powered analytics and reporting on talk time, hold time, queue metrics, and customer sentiment, you can measure what matters and continuously improve operations.

Why It Matters

At Ensight Plus, we believe that great field service starts with great communication. With our AI-enhanced, customer-facing call center and care tools built into the same platform as your work orders, inventory, and field operations, you eliminate silos, reduce response time, and deliver a seamless experience—from the first ring to final resolution.

Ready to modernize your call center and elevate your customer care?
Let’s talk. Contact us today to schedule a demo.