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The Challenge

A large Pacific Northwest utility was unable to automatically identify customers within their IVR if they were calling from a new number, leading to unnecessary live agent transfers for customer identification. This led to high call center costs, long call times, and a poor customer experience.

The Neustar Solution

Neustar Call Center Solutions allowed the utility to link unidentified customers to a current CRM record in real-time, even if the calling number differed from the number in the utility’s CRM file.

The Outcome

By identifying previously unidentifiable customers, Neustar helped increase ANI matches by 76% and reduced IVR-to-agent transfers by 26%. This greatly improved the IVR customer experience by permitting personalization without requiring a live agent for identification, and led to an annual cost savings of over $2.5M.

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