ATLANTA - September 1, 2005 - Efficiency, or quickly moving the customer to task completion, is essential in an interactive voice response unit (IVR) or speech application, and The Chartwell Report on IVR Applications and Speech Technologies 2005 offers examples of leading utility companies putting this practice to work.

When implementing or enhancing a self-service system, careful planning, effective design and proper expectations should result in a successful application, states the report. And, like other software projects, getting participating from stakeholders is important in the development phase. These stakeholders can be valuable in creating a system and providing offerings that best suit customers' needs. According to The Chartwell Report on IVR Applications and Speech Technologies 2005, IVR design and usability can be linked to customer satisfaction.

The report also states that, while the majority of utilities have an IVR in place, nearly 20% offer speech recognition capabilities, but levels of sophistication with these systems vary, according to Chartwell research. Simply implementing an IVR or speech technology is not enough; utilities must continually seek customer input and make enhancements based on these suggestions.

Utilities are also using a variety of ways to promote their IVR application or speech technology to increase participation in this self-service channel, according to the report.

The Chartwell Report on IVR Applications and Speech Technologies 2005 contains industry analysis and two case studies detailing utility efforts. The report is available to non-Chartwell members for $395, and it is included in Chartwell's Premier and Customer Care Research Series memberships. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.

Recently released reports include:

• Transactional Customer Surveys: Listening to the Customer to Improve Service Levels;
• Web-based Customer Service in the Utility Industry 2005;
• Chartwell's Guide to Bill Presentment and Payment 2005;
• First-Call Resolution in the Utility Industry;
• The Chartwell Customer Care Center Report 2005; and
• CIS (Customer Information System) Installations in North America 2005.