When customers reach out to Entergy by phone, we know they are looking for quick and helpful answers to their questions. According to a recent report released by IVR Doctors, a respected organization that helps utilities design, test and benchmark Interactive Voice Response or IVR systems, and Chartwell Inc., a utility information services company, Entergy’s automated phone system hits high marks in that regard.
“We’re honored to be recognized by IVR Doctors and Chartwell for providing our customers with an easy to use and effective automated phone system,” said Jeremy Champlin, Entergy vice president of customer care. “This recognition reflects our commitment to making every interaction our customers have with our company a smooth, helpful and positive one. It also reflects our commitment to exploring new ways to use technology to make our products and services more accessible, more intuitive, and ultimately, make our customers’ lives easier.”
The 19th Energy Utility Benchmark Report of IVRs compared 100 energy utility system automated phone systems in the United States and Canada. Entergy was only one of eight utilities to be recognized with a new award this year, the “Platinum Stethoscope”
Utilities receiving this award are recognized for being a “Balanced Company” with an automated phone system that scored high for:
- Functionality – evaluates what a utility’s IVR can do, including features like self-service options and speech recognition capabilities
- Usability – evaluates how easy it is for a caller to navigate and complete tasks in the IVR
- System aesthetics – evaluates the voice, tone and audio quality, among other factors, of a utility’s IVR and whether those factors result in a positive experience
Learn more in the IVR Doctors’ news release.
