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SpeechTEK 2014 - Monday, August 18, 2014
Astor Ballroom (7th floor)
A106 – Solution Sessions
4:15 p.m - 5:00 p.m
Duke Energy: Automated Customer Experience Testing Assists Rapid Merger Integration
Linda Broome, Call Center Technology Manager - Duke IVR systems
Alok Kulkarni, CEO - Cyara

In 2012, Duke and Progressive Energy merged to create the new Duke Energy, the largest regulated utility in the U.S., with approximately 7 million customers across six states. The case for the merger included $650 million in guaranteed cost savings and a very aggressive customer service integration plan. Duke was able to integrate the customer service technologies and operations spanning several data centers, 6 states and 8 contact centers in just 12 months. All areas of the project had to seek innovation to meet the required timeframes of this aggressive project.

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