Case Study: Exelon improves secure call center payments and first-call resolution with Paymentus Secure Service

Exelon processes 183M+ transactions with Paymentus

Exelon, a major utility company, faced significant challenges in its call centers, including PCI non-compliance risks, potential data breaches, and long call times associated with agent-assisted phone payments. To address these issues, Exelon partnered with Paymentus to implement its Secure Service IVR and SMS solution, aiming to enhance security and streamline the customer payment experience.

Paymentus implemented its Secure Service technology, a PCI-compliant system that routes callers to an automated IVR menu or sends a secure payment link via text. This solution removed the PCI burden from agents, reduced call handling times, and improved customer satisfaction. The implementation was highly successful, processing over 183 million transactions and collecting $37 billion through the Paymentus platform. Specific Exelon operating companies reported reduced call times, higher First Call Resolution rates, and positive feedback from both customers and call center representatives.

Exelon