Solutions and Results: Delivering Strong ROI

Oncor:

Shorter calls drove increased caller satisfaction AND helped drive operational expenses down by 30%!

CS Week - Phoenix - April, 2016

Southern Company:

CALLER PERCEPTIONS of the IVR INCREASED across the board.

 

Without menu and call flow improvements that led to increased self-service containment, Southern Company would have needed ~17 FTEs to cover the ~9% increase in call volume!

ICMI Call Center Conference - Las Vegas - October, 2015

SoCalGas:

Our ongoing relationship with SoCalGas has produced dramatic self-service rates.

CS Week - Ft. Worth - May, 2017

JEA:

JEA achieved historical self-service highs, with solid caller satisfaction, and estimate $430k+ in potential agent savings attributed solely to their menu changes.

ICMI Call Center Conference - Atlanta - October, 2013

Hydro One:

Hydro One went from speech to “press or say,” after years of speech-only, and won a “President’s Award” in the process.

Conferences Connect Conference - Tampa - February, 2011

Pacific Power:

Over nine years, Pacific Power’s stable menus assisted incremental improvement in self-service utilization / call containment, as additional options were added and existing applications took a solid footing.

IVR Doctors' IVR Master Class - Portland - May, 2015

The results on this page were presented publicly.

DTE Energy:

DTE Energy reported $250,000 in telecom savings in the first 9 months after their cutover to “say or press.” 

Conferences Connect IVR Workshop - Chicago - May, 2010

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