“We’ve really driven our containment up significantly, about 4%, which translates annually to somewhere in the neighborhood of 250,000 to 300,000 calls that are contained in our automated service, which would have otherwise been handled by [human] agents. We’ve also driven down our handle time significantly, with a 15-second drop in average handle times.”
Vince Blenx, Manager, Operations – Contact Center Technology at PSEG
Public Service Electric and Gas Company (PSEG), New Jersey’s largest electric and gas utility, transformed its contact center operations by moving from a legacy, on-prem IVR to Omilia’s AI native platform. In this video presentation, Rajesh Sahu, Sr. IT Manager, Digital Customer and Contact Center and Vince Blenx, Manager, Operations – Contact Center Technology at PSEG, share how they modernized their customer service, eliminated technology silos, and became agile and able to scale service to support millions of customers – especially during high-pressure storm events.
“We never have to switch to DTMF, whatever the size of the storm. Omilia has always been up and running 100% of the time, and it can handle whatever kind of loads we are seeing during the storm seasons.”
Rajesh Sahu, Sr. IT Manager, Digital Customer and Contact Center
With Omilia, PSEG significantly increased containment, reduced call handle time, and provided consistent customer experiences even during peak call volumes. PSEG reveals how they now have real-time visibility into customers’ needs, route calls more effectively, complete customers’ requests more quickly, and continuously optimize their AI-powered solution without sacrificing reliability or regulatory compliance.
Watch now to see how PSEG leveraged Omilia’s AI customer service platform, real-time analytics, and proactive intent handling to improve customer satisfaction, empower internal teams, and future-proof their contact center.
“By using Omilia, we’ve been able to give that same customer experience across the board, regardless of whether we’re in blue sky or storm or some other sort of emergency event..”
Vince Blenx, Manager, Operations – Contact Center Technology at PSEG
