Solutions and Results: Delivering Strong ROI

SoCalGas:

Congratulations to the SoCalGas Data Analytics team for being named the most Innovative in the U.S.  Metrics Matter!  

 

For more information on IVR Doctors, like us on Facebook.

 

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

Facebook dot.png

CS Week - Ft. Worth - May, 2017

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

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

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

The results on this page were presented publicly.