Utilities & Energy
New Zealand's #1 utilities contact centre — built for the moments that matter most
Years in the sector
Fault line coverage
Of NZ electricity networks served
Trusted by New Zealand's leading utilities
The contact centre built for power
Utilities aren't like other industries. Every call has the potential to be an emergency. Outages don't follow business hours. And when a storm hits, call volumes can multiply overnight.
Telnet is the contact centre partner to more than half of New Zealand's electricity networks. That means for most Kiwis, when they pick up the phone to report a fault, they're already talking to one of our agents — they just don't know it.
Our partnership with Vector — New Zealand's largest electricity and gas distributor — has run continuously since 1999. That relationship alone speaks to the trust the sector places in us, and the depth of capability we've built over more than two decades working at the sharp end of New Zealand's energy infrastructure.
Talk to Us24/7 Fault Line Coverage
Round-the-clock staffing means your customers are answered at 2am on Christmas Day just as reliably as at 9am on a Monday.
Instant Surge Capacity
Our shared resourcing model and home-based agent network lets us scale to any call volume within minutes — not days.
Dispatch Coordination
We log, triage and dispatch fault jobs directly to your field teams — with full visibility of outage status, job queues and crew availability.
When the storm hits,
Tulip AI scales instantly
During Cyclone Tam, our Tulip AI voice assistant handled 33% of all inbound calls — detecting caller areas, playing real-time outage announcements, and routing urgent calls to human agents automatically.
Our call avalanche interception system works alongside Tulip — presenting area-specific outage messages before callers reach the queue, dramatically reducing inbound volumes during large-scale events.
Learn About Tulip AIOf all fault calls resolved by AI with no hold time
Full-time agents deployed instantly at no extra cost
Hold time for customers reporting faults in a crisis
Everything a utilities contact centre needs
Inbound Fault Handling
24/7 fault reporting and triage by agents trained in utility operations — ensuring every call is handled with urgency and accuracy.
Outage Automation
AI-powered outage announcements and call avalanche interception — automatically deflecting high-volume enquiries during large events.
Field Dispatch
Direct integration with your field operations — logging, triaging and dispatching fault jobs with full job queue and crew visibility.
Shared Resourcing
Our blended model eliminates idle time — you only pay for interactions handled, while retaining the ability to scale instantly when needed.
"Innovation is where Telnet continues to add value for us."
Ready to talk?
Let's discuss how Telnet can support your utility's contact centre — from everyday operations to major outage events.