EXL recognized as a Challenger in Avasant’s Utilities Digital Services RadarView™ Report 2020 – 2021

Among endless service provider options, novel and disruptive mechanics in innovation brings recognition as a Challenger for Utilities Digital Services 2020-2021.

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Leverages automation to develop its strengths in customer service management, debt collection, finance & accounting services.

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Practice Maturity

  • EXL’s utilities service portfolio includes back-office support, debt collection services, customer management, and finance and accounting services.
  • It leverages its Digital EXLerator Framework for ideation, prototyping and execution of projects.
  • It believes that next-gen utilities should be customer-centric, insight-driven, leveraging big data analytics, digital and SMAC-enabled. Based on this view of utilities, it has developed its own digital solutions such as Unbilled Manager (a predictive analytics-driven billing solution), Complaint 360° (an analytics-driven platform to manage customer complaints), and Smart Work Management 2.0 (a workforce optimization solution).
  • Its future focus area is around smart/connected homes, water and distribution metering. For distribution metering, it partners with metering providers in the UK to support rollout.
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Investments & Innovation

  • EXL co-innovates with its clients and partners to ideate and experiment with new technologies. It leverages its Digital Experience Center, Advance Automation and Robotics lab and Advance Analytics lab.
  • It has a start-up incubation program called iEXLerator that invests in emerging digital innovators. Last June 2018, it announced that through its Connected Intelligence Partners Program, it will partner with start-ups, digital technology solution providers, alliances and associations on developing innovative solutions using emerging technologies specifically for the utilities industry.

Partnership & Ecosystem

  • EXL has a strong focus on leveraging automation to deliver its services. Its partnership ecosystem has companies such as Automation Anywhere, Blueprism, UiPath and Workfusion. For omni-channel customer experience, it has partnered with Genesys and for back office optimization, it has partnered with Verint.


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