Service Electric Cablevision, an Eastern U.S. cable operator, was in the midst of modernizing its inbound interactive voice response (IVR) system when the COVID-19 pandemic hit. Then, as call volumes skyrocketed with cable customers needing urgent support, the company sprinted to launch their new, sophisticated IVR to assist them.
CSG crafted an IVR solution with intelligent features and a variety of self-service options, helping Service Electric contain 45 percent of inbound calls. The solution also provided the company robust reporting, “which is invaluable as we make decisions to further improve customer experience,” according to Sam Haulman, Service Electric’s general manager. Find out more by reading this brief case study.