Case Study: Green Mountain Energy doubles IVR bill-pay transactions and speeds payments with Enghouse Interactive (Syntellect Communications Portal)

Selects Next Generation Voice Solution and Increases Automation

Green Mountain Energy, a leading provider of cleaner energy products, was struggling with a legacy IVR that required too many data points and frequently failed to recognize speech, driving callers to agents and overloading the contact center. Seeking an open, standards-based, rapidly deployable solution, Green Mountain engaged Enghouse Interactive (using Syntellect software, including the Syntellect Communications Portal) to revamp its self-service capabilities.

Enghouse Interactive, via the Syntellect Professional Services Group, streamlined the Bill Pay voice UI and implemented ANI-based caller pre-identification in the Syntellect Communications Portal. The new IVR now completes twice as many payment transactions, handles about 150,000 IVR minutes per month, off‑loads agent calls to shorten wait times and improve agent utilization, speeds payment collection, and achieved payback in under nine months.

Green Mountain Energy

Heidi Schrab

Director of Operations