Green Mountain Energy Replaces Outdated IVR System |
| For media or analyst inquiries, please contact: Darby Johnson Public Relations for Envox Worldwide djohnson@beaupre.com +1 603 559 5809 |
Green Mountain selected the speech-enabled, Envox 6-based solution because it eliminated complicated self-service menus that were driving callers to utilize agents, even for routine transactions. As part of the professional services agreement, Envox Worldwide redesigned Green Mountain's Account Information and Bill Pay applications and deployed them on the Envox 6 Communications Development Platform. Envox 6 is a next-generation alternative to legacy IVR systems that provides important functionality and cost advantages, as well as a clear migration path to new standards and emerging technologies.
Green Mountain's turnkey voice solution was developed by the Envox Professional Services Group. They created a new, speech-enabled voice user interface that incorporates Nuance's speech recognition technology to streamline navigation and enable callers to easily complete their transactions without agent assistance. To ensure flexibility, the Envox-based voice solution features VoiceXML scripting and also uses Web services to access Green Mountain's back-end and payment processing applications.
"Envox Worldwide is an extremely knowledgeable partner with a deep understanding of how voice solutions can positively impact the customer experience and the underlying business processes that support them," said Heidi Schrab, Director of Operations for Green Mountain Energy Company. "Envox's professional services group delivered the exact solution we needed, and the entire project - from kick-off to full deployment - took less than two months."
The new Envox-based voice solution has dramatically increased the ratio of payments being handled by self-service relative to their past IVR performance. Currently, twice the number of payments are being processed through the new voice solution, and there has also been an increase in overall caller satisfaction due to the improved caller experience. Decreasing the number of calls vying for agent assistance has also yielded faster service for those customers that do require personal attention. As a result, Green Mountain is able to collect payments faster and they have gained an open, flexible voice solution that will ensure rapid adoption of new standards and emerging technologies.
"We are pleased to be working closely with Green Mountain Energy Company to help them deliver outstanding service and support to their customers," said Mark D. Flanagan, president and CEO of Envox Worldwide. "The situation they found themselves in is reflective of the market as a whole - companies are suffering with legacy IVR systems that have high maintenance costs and lack either the functionality or flexibility to be effective over the long-term. The results experienced by Green Mountain validate our commitment to offering next-generation voice solutions that provide significant price/performance advantages today, and in the future."
For more information about Envox Worldwide and to learn more about the Envox IVR Upgrade Program that accelerates the transition to next-generation IVR solutions, please visit www.envox.com/next-gen-ivr.
About Green Mountain Energy Company
Founded in 1997 to change the way power is made, Green Mountain Energy Company is one of the nation's
leading retail providers of cleaner electricity products, offering residential, business, institutional and
governmental customers the choice to support cleaner electricity generated from sources such as wind, solar,
water, geothermal, biomass and natural gas. Since its inception, Green Mountain Energy Company and its customers
have been responsible for helping to deliver more than six billion kilowatt-hours of renewable energy into the market.
The company is based in Austin, Texas. For more information, visit www.greenmountain.com.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company's software and related services
dramatically reduce the time, cost, and complexity of creating voice solutions. These products and services,
including Envox OnDemand, enable enterprise customers and service providers to significantly reduce operating
costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston,
Envox's products and services are available through a network of global channel partners. For more information,
please visit www.envox.com.
For more information, contact - Catherine Van Evans - +1 508 871 7604 or Darby Johnson - +1 603 559 5809,
djohnson@beaupre.com.
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