The E Source Utility IVR Industry Scan reviews roughly 100 utility interactive voice response (IVR) systems to gauge how successful they are in serving residential customers. We rate the availability and usability of utility IVRs based on key features, including public and authenticated features, that are the most important to residential customers. Utilities use the results to assess IVR improvements as they relate to customers’ needs.

What you get

All participants will receive access to a webinar where we’ll share results and highlight key insights and trends. Participating members of the E Source Contact Center Optimization Service or the E Source E-Channel Service will receive:

  • Access to best-practice reports, webinars, and networking events
  • A personalized summary data review with an E Source expert (upon request)

If your utility doesn’t subscribe to the Contact Center Optimization Service or the E-Channel Service but you’re interested in more of the results, please contact us.

Participation

If you’d like to participate in this study, please fill out the form below and we’ll reach out to you when we’re ready to field the study. We’re looking for a point of contact who’s willing to provide account access to an authenticated residential customer account, such as a test account, so we can assess the secure side of your IVR system. We may limit participation based on your utility’s customer count.

Methodology

The E Source Utility IVR Industry Scan includes large gas and electric companies in the US and Canada, plus a set of small and midsize utilities.