With the initial installation now complete, Stream Energy’s new approach to customer service will reduce hold times, eliminate the need for customers to repeat information after arriving at a live customer care representative and even let customers schedule a ‘call-back’ at a convenient time.
As part of the new system, Stream Energy is working with a Genesys partner, Nuance Communications, a provider of speech recognition software, to ensure callers are understood completely so requests can be handled quickly and efficiently.
Genesys is also extending its interactive system to the Stream Energy web site, where customers will be able to find answers to their questions and can even participate in live chat sessions about electrical service.
Paul Segre, president and CEO of Genesys, said: These technologies will improve customer service at Stream Energy by ending the frustration of long hold times, decreasing demand for agent time, and controlling costs by enabling Stream Energy to offer personalized customer service without adding new staff.
