SSE Airtricity
17 Great Victoria St,
Belfast, BT2 7AD,
United Kingdom
Belfast, BT2 7AD,
United Kingdom
44 34 5455-5555
Utilities
SSE Airtricity Technographics
SSE Airtricity Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by SSE Airtricity and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 150 SSE Airtricity employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that SSE Airtricity has purchased the following applications: eGain Chat for Chatbots and Conversational AI in 2020, Oracle BI Publisher for Analytics and BI in 2018, Cisco Jabber for Audio Video and Web Conferencing in 2016 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems SSE Airtricity is running and its propensity to invest more and deepen its relationship with eGain Corporation , Verint Systems , Oracle or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing SSE Airtricity revenues, which have grown to $40.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for SSE Airtricity intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
SSE Airtricity Tech Stack and Enterprise Applications
SSE Airtricity AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| eGain Corporation | Legacy | eGain Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2020 | 2021 |
In 2020, SSE Airtricity deployed eGain Chat to add a hosted conversational channel on its corporate site, using eGain Chat within the Chatbots and Conversational AI category. The deployment leveraged the cloud-hosted eGain environment and web entry points to present an on-site chat widget and centralized conversational interface for customers visiting sseairtricity.com.
The implementation focused on operational availability and templated offline handling, configuring online opening hours of 8am to 8pm on weekdays and 10am to 6pm on weekends, and embedding automated offline messages that direct customers to @sseairhelp on Twitter, @sseairtricity on Facebook, and the customerservicewebenquires@sseairtricity.com email address. eGain Chat was configured to present presence-aware messaging and scripted fallback text when agents are unavailable, aligning the chat behavior with established customer service hours.
Operational governance centered on the customer service function, with schedule and template management to control public-facing copy and availability windows. The deployment scoped to SSE Airtricity’s UK customer support workflow, enabling the contact center to manage asynchronous channel handoffs through the chat messaging template and social and email redirection.
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Chatbots and Conversational AI | AI-Powered Application |
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2016 | 2017 |
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SSE Airtricity Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Oracle | Legacy | Oracle BI Publisher | Analytics and BI | Analytics and BI | n/a | 2018 | 2019 |
In 2018, SSE Airtricity implemented Oracle BI Publisher as part of its Analytics and BI tooling to centralize reporting for regulatory and commercial analytics. The engagement was executed through a contract Data Analyst based in County Dublin and targeted the company analytics function within the utilities business.
Reports and templates were built using SQL to satisfy regulatory compliance requirements, and the implementation included development of logical data models and detailed functional specifications to meet user needs. Oracle BI Publisher was used to generate operational and compliance reports, and the project also produced predictive models in R to forecast meter usage and support creation of new customer offers.
The implementation integrated data from a variety of sources to feed Oracle BI Publisher, and outputs were also produced using Tableau when required by stakeholders. Operational coverage focused on analytics workflows that supported regulatory reporting, commercial offer design, and operational meter usage analysis.
Governance activities centered on solution design, documented functional specifications, and data model validation to align reporting outputs with compliance workflows and commercial decision making. The work emphasized SQL-driven data preparation, model to report traceability for the R predictive output, and specification-driven delivery of Oracle BI Publisher reports.
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SSE Airtricity Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Cisco Systems | Legacy | Cisco Jabber | Audio Video and Web Conferencing | Collaboration | n/a | 2016 | 2017 |
In 2016, SSE Airtricity deployed Cisco Jabber, the Cisco Jabber application, in an initiative to extend Audio Video and Web Conferencing capabilities into its contact center and customer experience operations. The deployment was positioned to provide desktop video chat and unified communication capabilities for operations and CX teams supporting retail energy customers in the United Kingdom.
Configuration emphasized standard Cisco Jabber capabilities, including presence, instant messaging, desktop video calling, softphone integration for SIP voice, and desktop collaboration for agent assisted sessions. The implementation included user provisioning and role based access for agents and supervisors, and was configured to support real time agent escalation from webchat and email channels into video assisted interactions.
Cisco Jabber was integrated into a broader contact center modernization program that included a telephony upgrade from Cisco UCCX to PCCE, webchat and email automation via eGain, an outbound dialer implementation, predictive routing for sales through service, and IVR redesign. Operational coverage targeted the contact center, customer experience, and sales through service workflows, aligning Jabber session initiation with telephony routing and digital channel escalation paths.
Governance and rollout were driven from operations and CX leadership, with administrative controls for conferencing, call recording alignment to contact center compliance, and supervised agent workflows to embed video assisted service. The Jabber deployment was one component of a program that reported documented outcomes for the organization, including NPS movement from plus 2 percent to plus 52 percent, first contact resolution increases from 70 percent to 87 percent, a 91 percent reduction in regulatory complaints, a 175 percent increase in sales through service, approximately four million euro reduction in opex across multi year initiatives, and substantial FTE reductions as reported by the project sponsors.
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SSE Airtricity Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Content Management | Content Management |
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2018 | 2019 |
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SSE Airtricity CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center, Customer Experience | CRM |
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2016 | 2017 |
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Digital Advertising Platform | CRM |
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2014 | 2014 |
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Marketing Automation | CRM |
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2017 | 2017 |
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Sales Automation, CRM, Sales Engagement | CRM |
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2017 | 2018 |
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Utilities Customer Care and Billing | CRM |
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2019 | 2020 |
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SSE Airtricity ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Performance Management | ITSM |
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2019 | 2020 |
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IT Service Management | ITSM |
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2019 | 2020 |
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SSE Airtricity PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Apps Development | PaaS |
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2019 | 2020 |
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Apps Development | PaaS |
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2019 | 2020 |
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SSE Airtricity IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2014 | 2014 |
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Application Hosting and Computing Services | IaaS |
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2017 | 2017 |
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SSE Airtricity CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Secure Email Gateways (SEGs) | CyberSecurity |
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2017 | 2017 |
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IT Decision Makers and Key Stakeholders at SSE Airtricity
| First Name | Last Name | Title | Function | Department | Phone | |
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Director of Operations & Customer Experience | Director | Customer Service | |
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Customer Service Manager | Manager | Customer Service | |
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Customer Operations Manager | Manager | Customer Service | |
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Customer Operations Quality Officer | Manager | Customer Service | |
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Director of Transformation & Change | Director | Finance | |
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Apps Being Evaluated by SSE Airtricity Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from SSE Airtricity IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the SSE Airtricity digital transformation priorities and AI adoption trends.
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FAQ - APPS RUN THE WORLD SSE Airtricity Technographics
SSE Airtricity is a Utilities organization based in United Kingdom,
with around 150 employees and annual revenues of $40.0 million.
SSE Airtricity operates a diverse technology stack with applications such as
eGain Chat, Oracle BI Publisher and Cisco Jabber,
covering areas like Chatbots and Conversational AI, Analytics and BI and Audio Video and Web Conferencing.
SSE Airtricity has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as eGain Corporation, Oracle and Cisco Systems.
SSE Airtricity recently adopted applications including
eGain Chat in 2020, Hansen CIS - PeaceCX in 2019 and Dynatrace APM in 2019,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of SSE Airtricity’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates SSE Airtricity’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete SSE Airtricity technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.