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News Release
Vectren Corporation
P.O. Box 209
Evansville, IN 47702-0209
FOR IMMEDIATE RELEASE
June 21, 2016
Contact: Natalie Hedde, 812-491-5105 or [email protected]
Vectren implements new automated phone system; Improves experience for customers
Evansville, Ind. - Vectren Energy Delivery (Vectren) recently implemented a new automated phone system complete with natural speech capabilities. With enhanced, speech-enabled interactive voice response (IVR), customers speak answers to questions that are asked. The enhanced IVR will ask customers to say their request, and based on the customer's response, the IVR will direct them accordingly - to either a self-serve application or a trained customer service specialist.
The IVR uses intelligent call routing to ensure the customer gets to the right place the first time. It also securely authenticates customers making it quicker and easier to self-serve on various tasks available in the IVR such as paying a bill, or, should the customer need to transfer to a customer service specialist, the representative will already have the customer's account information accessed.
The system also provides scheduled call backs. If a customer contacts Vectren for non-emergency calls when the contact center is not open, the system will offer the ability to schedule a future call back for a time that is convenient to the customer's schedule.
"The new phone system is one of several projects and process changes we are implementing to enhance customer service tools, which is driven by Vectren's efforts to continuously improve the customer experience," said Dan Bugher, vice president of customer experience. "These advancements integrate traditional phone calls with newer contact methods that are rapidly growing such as IVR, web chat and email into a single communications platform driving improved efficiency and customer response. Customers want more flexibility and ease of use, and this new system is one of the ways we are delivering on those requirements."
The IVR is available 24 hours a day, seven days a week for customer convenience. Live customer service specialists remain available for assistance during normal business hours.
About Vectren
Vectren Corporation (NYSE: VVC) is an energy holding company headquartered in Evansville, Ind. Vectren's energy delivery subsidiaries provide gas and/or electricity to more than 1 million customers in adjoining service territories that cover nearly two-thirds of Indiana and about 20 percent of Ohio, primarily in the west-central area. Vectren's nonutility subsidiaries and affiliates currently offer energy-related products and services to customers throughout the U.S. These include infrastructure services and energy services. To learn more about Vectren, visit www.vectren.com.
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