May 21, 2012
Flint Energies' IVR Successfully Combines with Apogee's ITR
By Anuradha Shukla, TMCnet Contributor
The combination of Flint Energies’ Interactive Voice Response (IVR) with Apogee’s new Interactive Text Response (ITR) has been very successful.
Both companies recently teamed up to share this success and discuss cutting edge mobile applications at Connect 12 Conference in New Orleans.
This annual conference was attended by more than 400 energy professionals that got the opportunity to hear Apogee Interactive Business Development Executive, Jon Scott, and Flint Energies’ Sr. V.P. Jimmy Autry.
“The beauty of IVR and ITR as a means of explaining high bills is that it weeds out those calls that can best be answered through self-service technologies as opposed to requiring customer service representative assistance, which can run up to $50 per call,” said Autry.
APOGEE Interactive provides online energy efficiency solutions to the utility industry. The company offers BillingInsights, a premier energy analysis application, which enables the cutting edge technology that is streamlining both the utility customer and customer service rep experiences.
The company notes that by presenting BillingInsights through the IVR, members receive a voice message that explains the differences in their bill amounts and offers suggestions for why it may have changed and tips on how to lower them.
Members can also make use of Interactive Text Response, or ITR, which allows them to receive this information via a text message.
“Customers want quick answers and have come to expect them to be available 24/7, and increasingly, they aren’t talking at all– they’re texting,” said Apogee president & CEO, Susan Gilbert. “This customer service benefit of ITR is huge by itself, but when you combine that with the enormous savings potential of freeing up CSR (News - Alert) time, you have a game-changer for utilities striving to make the most of every dollar.”
Flint Energies was in news earlier this year when it partnered with GE Appliances to launch a two-year smart grid pilot to understand the potential for GE's Brillion-enabled appliances to save consumers money and reduce peak load when combined with peak-time rebates.
Edited by Juliana Kenny
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