Exelon Offers Seamless Hand-off from IVR to Web for Payment Arrangements
Exelon saw strong demand for deferred payment arrangements (“DPA”) in the IVR and call center during the COVID-19 pandemic. To improve the customer experience and enhance operational efficiencies, the utility decided to promote its self-serve, web-based enrollment flow. The company developed the Seamless Digital Hand-off to seamlessly transfer IVR calls for DPA to the web. Since launching the functionality, Exelon has reduced the customer effort required to switch between channels, maintained overall program enrollment, increased website conversions, and realized significant reductions in operational costs.
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