The supplier of voice and speech solutions, Edify Corporation, has announced that Alliant Energy has successfully upgraded their existing DTMF service to speech. The purpose is to provide a more responsive and complete self-service offering for its growing customer base in the heartland of America.
Investor-based Alliant Energy serves more than 1.4 million customers in Iowa, Illinois, Minnesota and Wisconsin and covers a service territory of 54,000 miles that includes 9,700 miles of electric transmission lines and 8,000 square miles of natural gas main. Edify has announced it provided Alliant Energy with a comprehensive call center offering driven by speech automation, together with Viecore, a systems integrator specializing in speech-enabled self-service solutions. Based on Edify’s open-standards based platform and speech solutions, Alliant Energy is currently providing its growing and diverse customer base with self-service access to bill payment information, new customer enrollment, change-of-address capabilities, power outage reports and more by simply speaking their requests. Their customers are now quickly directed to the appropriate menu based on their request and are able to successfully fulfill their needs all through automated speech self-service.
Roger Saldia, project manager, CSI Web & IVR Program at Alliant Energy, explained that “Due to the scalability of the Edify solution, we were able to customize our speech-enabled applications to meet our immediate business needs and aggressive project timeline. Edify’s expertise in developing and promoting open and non-proprietary technologies ensures our investment will support our business plans well into the future”.
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