IVR Excellence: A Pathway to Operational Efficiency and Customer Loyalty
Interactive Voice Response (IVR) systems have become a pillar in utility contact centers. High-performing IVR systems are defined by functionality, usability, and aesthetics. These characteristics are rooted in a system’s ability to contain calls, minimize abandonment, complete the transaction on the first contact, and deliver a seamless customer-centric experience.
This report is based on insights from the 2025 IVR Benchmark Report, a collaboration between Chartwell and IVR Doctors, as well as Chartwell's consumer and industry data. The report explores best practices of IVR systems, with insights and examples from Alabama Power, Duquesne Light Company, Evergy, LG&E and KU, PG&E, and others.
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