Green Mountain Energy Replaces IVR System
Green Mountain Energy, a provider of cleaner electricity, selected Envox Worldwide to provide next-generation voice solutions for its customer service operations. Envox Worldwide developed a speech-enabled, voice self-service solution based on Envox 6, the company's open, standards-based communications development platform, to replace Green Mountain's legacy Interactive Voice Response (IVR) system. Green Mountain chose Demand Voice, an Envox partner, to host the solution.
As part of the professional services agreement, Envox Worldwide redesigned Green Mountain's Account Information and Bill Pay applications and deployed them on the Envox 6 Communications Development Platform.
Green Mountain's voice solution was developed by the Envox Professional Services Group. They created a new, speech-enabled voice user interface that incorporates Nuance's speech recognition technology to enable callers to complete their transactions without agent assistance. The Envox-based voice solution features VoiceXML scripting and also uses Web services to access Green Mountain's back-end and payment processing applications.
"Envox Worldwide is an extremely knowledgeable partner with a deep understanding of how voice solutions can positively impact the customer experience and the underlying business processes that support them," said Heidi Schrab, director of operations for Green Mountain Energy Company. "Envox's professional services group delivered the exact solution we needed, and the entire project - from kick-off to full deployment - took less than two months."