Case Study: Pepco Holdings achieves 100% call monitoring and root-cause AHT insights with NICE Systems' Interaction Analytics

Pepco Holdings - Customer Case Study

Pepco Holdings, Inc. (PHI) is a major Mid‑Atlantic electric and gas utility serving about 2 million customers through Pepco, Delmarva Power and Atlantic City Electric. PHI faced an unexplained discrepancy in average handle time (AHT) across jurisdictions even though agents used the same platform, and needed to understand the cause, assess the impact of a new billing/CRM system and improve call analytics for business and regulatory needs.

Using NICE Interaction Analytics and related NICE solutions, PHI identified that callers in one jurisdiction asked deeper billing and payment questions and were more assertive—explaining longer AHT. Insights prompted a new billing/CRM rollout and bill format, exposed agent search inefficiencies (leading to a wildcard search fix), and delivered 100% call monitoring with full analytical visibility. The result was clearer understanding of short vs. long calls, better targeting of special customer needs (e.g., vacation homes) and improved measurement of billing/promotional effectiveness.

Pepco Holdings

Annise Jones

Martin, Resource Management Lead Analyst