THE CHALLENGE Service Electric Cablevision, a customer-centric cable operator in the Eastern U.S., wanted to greet their subscribers with a smarter IVR. They knew that by modernizing their inbound IVR, they could contain more calls and provide better customer experiences. But in the midst of Service Electric’s IVR upgrade initiative, the COVID-19 pandemic hit, sending unprecedented call volumes to the company’s contact centers. This made self-service capabilities and intelligent features all-the-more urgent for delivering high-quality customer service over the phone. The company acted quickly, and so did their partner, CSG. THE SOLUTION Service Electric launched a sophisticated IVR with CSG to provide subscribers more ways to self-serve by phone, from making payments to managin

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