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News : NV Energy Selects Genesys to Boost its Customer Experience
Daly City, Calif., June 5, 2014 -- Genesys, a provider of customer experience and contact center solutions, announces that NV Energy, an energy holding company serving electric and natural gas customers in Nevada, has selected Genesys to replace its entire customer care infrastructure with an integrated, IP-based solution to improve its customer experience and increase customer satisfaction.
In the highly competitive energy market, a key way to win and keep customers is to provide top-notch service, from on-boarding new customers to outage assistance and beyond. NV Energy was replacing an antiquated, TDM-based infrastructure that was composed of standalone subsystems, such as Interactive Voice Response (IVR), that didn’t integrate at a software or IP level and required separate administrative support. The company chose Genesys after a competitive review as they offered a fully integrated IP based solution that included IVR as well as workforce management, quality management and outbound call-back services.
The IVR system was especially important in the decision process as a primary goal was improving customer satisfaction through a better self-service experience, allowing customers to complete a service transaction without interfacing with a "live" agent. The new system is also expected to provide enhanced quality management and reporting capability. A transition from Primary Rate Interface (PRI) to Session Initiation Protocol (SIP) trunking service is targeting lower TELCO costs and a more robust disaster recovery solution in collaboration with Genesys’ redundancy features.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Genesys
Customer Experience is the heart of every business! Genesys, a provider of omni-channel customer engagement and contact center solutions can ensure you provide the best experience possible. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
About NV Energy:
NV Energy, Inc. provides a wide range of energy services to 1.3 million customers throughout Nevada and nearly 40 million tourists annually. NV Energy is a holding company whose principal subsidiaries, Nevada Power Company and Sierra Pacific Power Company, are doing business as NV Energy. The company is headquartered in Las Vegas, Nevada.
Published: Monday, June 9, 2014