Los Angeles Department of Water and Power Achieves Top Quartile eSOURCE IVR Ranking With eLoyalty and Cisco
02 Febbraio 2010 - 10:30PM
Marketwired
eLoyalty Corporation (NASDAQ: ELOY), a leading Integrated Contact
Solutions and Behavioral Analytics™ services and solutions company,
announced today that its client, the Los Angeles Department of
Water and Power (LADWP), achieved the top quartile ranking for IVR
self-service solutions among all North American Utility companies
for 2009.
The recognition is based on the "E Source 2009 Review of North
American Electric and Gas company IVRs". The E Source independent
study examines the IVR systems of 95 U.S. and Canadian utilities
through an extensive research process. The process rates IVR
self-service usability and functionality based on 13 capabilities
that are most in demand by residential utility customers.
"This award is a great tribute to LADWP's commitment to making
their IVR a positive self-service experience for their customers,"
said Wendy Bloechle, Director of Marketing at E Source.
LADWP is the nation's largest municipally owned public utility
supplying and distributing water and electricity to over 1.9
million commercial and residential customers in the Southwestern
United States. Their requirement was to: replace aging customer
service systems; improve self-service to handle traffic spikes due
to power outages, shortages and water restrictions; and, to
virtualize call routing among 14 branches and 2 contact
centers.
Working with eLoyalty and Cisco, LADWP implemented a new Voice
over IP (VoIP) Contact Center solution that included IVR
Self-Service with Speech Recognition, Intelligent Routing of calls,
a Customized Agent Desktop solution with 'Screen Pop', and Outbound
Dialing based on campaigns to proactively notify customers of
service delivery or changing environmental conditions that could
affect their water and electric services.
The IVR solution, based on Cisco's Customer Voice Portal and
Nuance Speech Recognition, was designed and developed by eLoyalty.
Since initial deployment, IVR self service rates climbed from
approximately 7% to an average of 25% during the first two weeks of
operation. Additional application development and speech tuning
during the second phase of the project have raised the self service
average to 35-40% fulfillment.
In addition, the solution has enabled other business results
including:
-- better utilization of customer service capacity from the integrated call
routing between the branches and call centers
-- the ability to handle spikes in call volume up to 5 times normal peak
volume -- for severe conditions
-- an improved customer experience with a dramatic reduction in greeting
time in addition to the improved self-service and call routing
capabilities
-- Disaster Recovery Capabilities allowing contact center support to be
provided from mobile users at any location with access to the LADWP
network
"eLoyalty and Cisco have helped LADWP to make a measurable
difference in the level and quality of service we can deliver to LA
residents," said John Chen, Assistant General Manager at LADWP.
"Our top quartile ranking for 2009 is particularly remarkable
considering we moved up from the bottom quartile in 2008. This
reinforces our commitment to customer satisfaction."
For more information about the "E SOURCE 2009 Review of North
American Electric and Gas Company IVRs," please visit
www.esource.com/public/products/IVR_2009_Review
About eLoyalty
eLoyalty enables its customers to achieve breakthrough results
with revolutionary analytics and implementation of advanced VoIP
applications for contact centers and self-service. eLoyalty's
principal offerings include the Behavioral Analytics™ Service and
Integrated Contact Solutions (ICS).
About E SOURCE
E SOURCE has been providing unbiased, objective energy business
intelligence to over 300 utilities and large energy users for more
than 20 years. Our benchmarking services are supported by the
latest market research looking at what customers want in utility
self-service. That research helps us determine what utility IVR and
web site tasks and functions should be assessed during our reviews.
Our research analysts and consultants are among the best minds in
the business, delivering significant and timely research that
equips our customers with the right information at the right time
to make better, faster decisions. We predict and address trends,
technologies, and problems related to energy efficiency, utility
customer satisfaction, program design, marketing, customer
management, and sustainability.
About Cisco
Cisco (CSCO) is the worldwide leader in networking that
transforms how people connect, communicate and collaborate.
Information about Cisco can be found at http://www.cisco.com.
eLoyalty and the eLoyalty logo are registered trademarks of
eLoyalty Corporation in the United States and certain other
countries. All other company names or product names may be the
trademarks of their respective owners.
Cisco, Cisco Systems and the Cisco logo are registered
trademarks of Cisco Systems Inc. in the United States and certain
other countries.
Contact: eLoyalty Corporation Steve Pollema Vice President (847)
582-7200 Email Contact
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