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Results

Review of North American Electric and Gas Company IVRs: 2011

Task Findings

September 12, 2011

In this benchmark study, based on the review of 96 North American interactive voice response systems, we reveal key industry trends and guidance to improve your residential customer’s experience for 13 essential tasks. The best practices and things to avoid are also discussed for each task.

Content type: Benchmark Study | Document ID: UCC-BMK-IVR-11a-Tasks | Author: Florence Connally, Sarah Fiebiger

Review of North American Electric and Gas Company IVRs: 2011

September 12, 2011

Our 2011 industry benchmark comprehensively assesses 13 essential tasks on the interactive voice response systems (IVRs) of 96 North American gas and electric companies. We provide an overview of the current state of the industry, plus best practices and things to avoid when planning an IVR.

Content type: Benchmark Study | Document ID: UCC-BMK-IVR-11 | Author: Florence Connally, Sarah Fiebiger

2009 Review of North American Electric and Gas Company IVRs

September 2, 2009 | Updated: November 9, 2009

This comprehensive review assesses the 13 essential features of the interactive voice response systems of 95 North American utilities. We present findings for each feature; show where utilities can improve; and describe trends in self-service, past-due accounts, and speech recognition.

Content type: Benchmark Study | Document ID: UCC-BMK-IVR-09 | Author: Maggie Boys and Ethan Brown