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

Source: http://www.altivon.com/idaho-power-rated-1-in-energy-industry-benchmark-of-contact-center-ivr-systems/

Publish Date: July 27, 2020 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

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

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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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
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