Utility interactive voice response (IVR) systems serve as the initial point of contact for customers calling utility contact centers. Delivering a positive IVR interaction is crucial for the utility customer experience.

The E Source Utility IVR Industry Scan evaluates utility IVRs on:

  • Capabilities
  • Ease of use
  • Challenges
  • Voice characteristics
  • Performance

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.


The 2024 study is now closed. If you’re familiar with your utility’s IVR and would like to participate in the next survey, please fill out the form below.


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.

Study results

If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, contact us for information on how to become an E Source member.