ENTERPRISE l CASE STUDY l Customer Profile This large U.S. regional energy company employs 14,000 people across several states to manage the acquisition and delivery of natural gas as well as electric transmission, distribution, and power generation to millions of customers. Serving more than 5 million customers across a half dozen U.S. States makes access to customer records, repair history, and smart meter records essential for efficient day-to-day operation of their business. The company’s IT is an integral partner responsible for the selection, deployment and maintenance of technology to drive company performance. Customer service technology, both voice and self-service applications, is key to their innovation and growth goals. The Challenge The company was experiencing on-goin

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