More utilities offering IVR technology as a self-service function, according to new Chartwell report

As self-service options continue to expand due to cost, efficiency and customer care benefits, interactive voice response (IVR) units have become increasingly commonplace within utilities, Chartwell's recent report, IVRs and Speech Recognition 2012 details.

IVR containment rates continue to rise within utility contact centers as more customers are familiar with automated functionality when transacting with service providers. Some of the more common services offered by utility IVRs include the ability to check account balances, make payments and report outages – all without the need to speak with a customer service representative.

“IVR containment success can largely depend on system usability,” says Chris Brennaman, research analyst for Chartwell. “Menu options presented in a clear and simple fashion can result in fewer contacts handled manually within a contact center.”

IVRs and Speech Recognition 2012 provides more in-depth detail about design standards as well the voice presence used for these systems. The report also addresses the current state of speech recognition technology implementation and usage. A case study featuring Rappahannock Electric Cooperative’s IVR customer adoption rate and functionality is also presented in the publication.

Chartwell's IVRs and Speech Recognition 2012 report is offered through Chartwell's Customer Care Research Service, which covers topics ranging from contact centers, bill presentment and payment, self-service channels, including web- and mobile-based, credit and collections, outage management and customer satisfaction. Learn more about this research by contacting Doris Yon at 404.237.9099 ext. 29 or


Based in Atlanta, Chartwell Inc. is a specialized information provider that helps utilities improve their customer experience and ultimately customer satisfaction. Chartwell publishes case studies, quantitative research and industry data, and hosts conferences and other events for utility professionals. For more information, visit


Dennis Smith
404.237.9099 ext. 31

Chartwell Inc.

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