The era of change has set in everywhere; regulatory mandates and consumer demands for improved services in the utility industry and the need to stay ahead, has had utility companies like Nicor look for solutions that provide customers with enhanced services while containing costs. That’s why Nicor chose to implement consumer self-service application Centurion on its Avaya (News - Alert) Experience Portal IVR.

Nicor Gas, a natural gas distribution company, serves more than two million customers in a service territory that accounts for most of the northern third of Illinois.

By integrating with the Avaya Experience Portal at Nicor, it is expected to help the utility to automate and centrally manage multimedia self service and integrated voice response (IVR) applications. From inbound to outbound automated customer care, Avaya Experience Portal helps organizations reach a new level of customer satisfaction and gain a competitive advantage.

“Centurion’s applications and integration were pivotal in meeting the tight timetable required for transitioning the customer service centers at Nicor," said John De Grange of Atlanta Gas Resources.

Centurion's Integrated IVR for Utilities is designed to allow the utility to provide customer services to its consumers without any break. Its browser-based interface can be used in managing the operation of the IVR and for accessing IVR reports regarding daily traffic, outages and more.

The IVR communicates with callers through menus, and permits customers to access account information and make payments anytime from anywhere via telephone, all while assuring federal and regulatory compliance. The IVR can also be used to accept or deny delayed payment or even for warning customers of disconnect due to non-payment.

"Centurion was able to leverage its many years of experience in delivering IVR and customer service center computer telephony integration to the Nicor project,” said Larry Wallace, director for utilities at Centurion.