Energy & Utilities Cloud Integration Capabilities

Billing Integration

Energy & Utilities Cloud can integrate with major legacy utility CIS and Billing systems such as SAP-ISU, Oracle CC&B, Gentrack, powercloud and more. There are two approaches provided for integrating with Energy and Utilities Cloud:

• API-led integration via MuleSoft

• Direct / point-to-point integration via OmniStudio Integration Procedures

For API-led integration, see Integrate Energy Applications to External Billing Applications. Energy & Utilities cloud provides a sample MuleSoft Anypoint application to connect to powercloud. You can use the sample application as a starting point for integrating with any other billing system by replacing the powercloud endpoints and transformation logic with those of your preferred billing solution.

The direct / point-to-point integration is built with OmniStudio Integration Procedures. To download a set of pre-built Integration Procedures that connect with SAP IS-U, see the Salesforce Industries Process Library.

Note These virtual processes and digital assets are Non-SFDC Applications and not part of your Services under your Master Subscription Agreement with Salesforce or any of its affiliates. They are provided as-is and not supported by Salesforce.

Pricing Integration

Energy & Utilities Cloud can integrate with pricing applications such as Gorilla. Energy & Utilities Cloud passes a list of Service Points, the product/tariff, and the estimated consumption to price the deal. This integration has the following steps:

• Energy & Utilities Cloud sends a request for pricing calculations.

• The pricing application acknowledges the request and sends confirmation once pricing is complete.

• Energy & Utilities Cloud retrieves the pricing details.

Address Validation

Most countries around the world have some form of address validation system, API, or service that can be called. The input is most often a Post Code, and the response contains either a single address or a list of addresses that are within the post code.

Service Point Lookup

Most deregulated industries allow a supplier to request the stored technical details for a service delivery point. Each market has a different system, API, or service to call, which returns a different set of data about the service delivery point.

Company Registration Lookup

This is typically used in a B2B situation as part of verifying a new customer’s details. For example, in the UK, the company registration number must be sent, and the response contains the registered address of the company. It is up to the utility to handle this information, which might include storing it as the registered address or taking further action if the registered address does not match the address provided by the customer.

Credit Check

The service provider supplies identification information, and the credit agency returns details of the customer’s credit history. The information supplied in response varies from provider to provider, and can range from a Red/Amber/Green status to a credit rating number. It can include details of past incidents relating to the credit score.

CTI (Computer Telephony Integration)

CTI interacts with the telephony system, using the inbound caller’s number or CLI (Caller Line Identification) to retrieve the customer’s details and present them to the service agent when the call is transferred to them. CTI can also embed a dialer, which automatically picks up a customer’s telephone number and allows the service agent to call the customer with a mouse click.

Different third-party CTI products, such as Cisco, Avaya Genesys, and Amazon Connect, provide different feature sets and APIs or services, from which customized subsets can be selected. Inbound and outbound channels often behave differently.