The problem Introducing something new can always cause a little uncertainty. So as Snohomish County Public Utility District (PUD) No. 1 worked to deploy a new IVR system, staff knew it must ensure its 350,000 customers could continue easily making contact using the new platform. Snohomish PUD’s customers need quick and reliable access to customer support, account information and to report critical safety issues. This meant IT staff needed to validate that calls into the IVR were answered within a defined time period, that callers were not greeted with an unexpected announcement or were disconnected during an otherwise successful transaction. And with winter approaching, voice quality, reliability and throughput all took on a new criticality. Expectations that customer

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