Consumers Energy IVR Enhancements Improve Customer Experience
In 2020, Consumers Energy launched a series of improvements to its IVR that not only improved the customer experience but also increased IVR call containment and simplified processes for authentication and payment transactions, resulting in estimated annual cost savings of $2 million. As a result of these enhancements, Consumers Energy was awarded Chartwell’s 2021 Gold Best Practices Award in Customer Service.
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