Kudos to NICE customer SRP on winning Speech Technologies Magazine’s Implementation Award
We are proud and pleased to congratulate NICE customer, Salt River Project (SRP), for winning Speech Technologies Magazine’s prestigious 2010 Speech Industry Award for leadership and superior performance in the application of speech technologies, which is based on its implementation of NICE solutions: NICE Interaction Analytics, NICE Quality Management, NICE IEX Workforce Management, and NICE Customer Feedback.
But first – a word about SRP. SRP is the third-largest public power utility in the United States and the largest provider of water and power to the greater Phoenix metropolitan area, serving more than 935,000 electric customers, who make approximately 2 million calls per year – mostly about their bills, or wanting to make a payment.
SRP earned the Implementation Award based on its forward-thinking strategy for optimizing customer interactions by leveraging speech based solutions for transforming customer service, improving contact center efficiency and delivering a quantifiable business impact.
Here are some of the very impressive numbers behind all of this:
-
Average call duration dropped from 330 seconds to 305 seconds;
-
Customer dissatisfaction, escalations, and repeat calls declined by 28 percent, 35 percent, and 11 percent, respectively, within four months;
-
90 percent of all calls are answered in 30 seconds or less, and 80 percent of all calls are answered in 20 seconds or less; and
-
The company saved 10 percent on frontline labor costs, which amounts to $600,000
SRP is a perfect example of a NICE customer that has fully grasped and embraced the value of optimizing customer interactions and all the possibilities that NICE – in particular Interaction Analytics – offers. We are proud to have provided the solutions that have supported SRP in realizing its vision of a customer-centric culture.
To read more about the SRP implementation on the Speech Technologies Magazine website, click here.
Post to Twitter
