Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems - Altivon - Blog

Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. and Canada.

The report identifies automated telephone systems that successfully balance company objectives and customer preferences in three key rating categories: functionality, usability, and aesthetics. IVR Doctors considers these the major drivers of customer satisfaction and system utilization.

Top Honors for Balance of Company Objectives and Customer Preferences

Altivon has been working with Idaho Power now for many years and we are thrilled to see their emphasis on understanding their customers and improving the customer experience. In a recent Energy Industry Roundtable, Paul Turner of Idaho Power shared how the company focused on their IVR quality over the past five years.

“After we started employing some of IVR Doctors’ best practices in 2018, we received the Gold Stethoscope award, placing fifth out of a hundred in their usability study,” said Turner. “You have to be in the top quartile in functionality, usability and aesthetics to receive the award. Each year there are only about 10 Utilities that meet that quality level. In 2019, we were fourth out of a hundred.”

According to IVR Doctors, their 2020 “Gold Stethoscope” recognition was awarded to winners in 12 categories. Idaho Power was recognized as:

  • Top Rated IVR System – Overall
  • Top U.S. Electric Company
  • Top “Press or Say” System
  • Tops in Usability

IVR Doctors has more than 30 years of market research, usability consulting, marketing, and call center management experience. They specialize in automated phone system diagnostics and optimization.

“Altivon is a big part of helping us with the technology and knowledge that makes this all possible,” said Turner. “Truly a heartfelt ‘Thank You!’ for all you have and continue to do to ensure Idaho Power’s success!”

Improving the Customer Experience

Idaho Power is an electric utility serving Southern Idaho and Eastern Oregon. Turner says they have about 2,000 employees serving 570,000 customers. They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5 million calls through their IVR. According to Turner, in a typical month the IVR deflects about 50 percent of the calls to self-service of one sort or another.

The contact center has approximately 120 agents, flexing up and down a little bit with times. The center has a service level goal of answering 80 percent of calls within 60 seconds and that is achieved most months. “We like the experience that gives our customer,” said Turner.

Altivon has been working with Idaho Power since 2010 as their Genesys contact center / Nuance IVR systems integrator and value-added partner when they deployed their system. Throughout these past 10 years, Altivon has assisted Idaho Power in its continuous effort to deliver the richest and lowest effort customer experience possible. Altivon is extremely proud to have contributed to Idaho Power’s achievement and greatly appreciates the long term partnership we have together.


Publish Date: July 27, 2020 5:00 AM

2020 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

View more from Altivon

Recent Blog Posts:
Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR SystemsJuly 27, 2020 5:00 AM
Remote Work is WorkingJune 13, 2020 5:00 AM
Impact of Artificial Intelligence on Customer Experience: Utilities Industry Round TableMarch 9, 2020 5:00 AM
Driving Contact Center Change: Chatbots, OmniChannel, CloudMarch 20, 2018 5:00 AM
Preparing Your Contact Center for 2018October 11, 2017 5:00 AM
Digital Transformation, Healthcare and the Contact CenterSeptember 28, 2017 5:00 AM
Hidden Ways Contact Centers Shape CXJuly 31, 2017 5:00 AM
TCPA 2017: Key Issues and Proactive Steps for Contact CentersNovember 15, 2016 5:00 AM
Self-Service Success: Convenienct, Fast, Friction-lessAugust 29, 2016 5:00 AM
Nine Characteristics of a Modern Cloud ArchitectureApril 6, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =