Press Release Progress Energy Selects TuVox to Power New Voice Self-Service Applications Fortune 250 Energy Company Uses Voice Self-Service To Advance Its Tradition Of Excellence In Customer Service CUPERTINO, Calif. – November 13, 2007 – TuVox, a leading provider of On Demand speech applications, today announced that Progress Energy (NYSE: PGN), a Fortune 250 Energy Company serving residential, commercial and industrial customers in North Carolina, South Carolina, and Florida, has selected TuVox to provide a personalized customer service experience for over 3.1 million customers. The first speech solution efforts for Progress Energy will focus on starting new energy service, transferring existing service to a new location, and disconnecting existing electric service. The TuVox speech solution will enable Progress Energy to achieve the objectives of improving customer satisfaction, expanding customer options to 24/7, reducing agent call handling time, and stabilizing agent staffing via increased automation. "Our goal is to earn our customers’ trust and confidence every time they contact Progress Energy, by providing an efficient and rewarding experience that provides one-call resolution and 100 percent customer satisfaction," said Tucker Mann, vice president, Customer & Market Services, Progress Energy. "We've now taken that goal one step further with introduction of state-of-the-art voice self-service." Progress Energy is the 2006 recipient of the Edison Electric Institute's Edison Award, the industry's highest honor, in recognition of its operational excellence. The company also is the first utility to receive the prestigious J.D. Power and Associates Founder's Award for dedication, commitment and sustained improvement in customer service. "We're very excited to be selected by a company with such a strong, well-established, and impressive customer service reputation," said Larry Miller, president and CEO of TuVox. "We look forward to working with Progress Energy in their latest efforts to continue to deliver superior customer service today while continually improving for tomorrow." About Progress Energy Progress Energy serves two fast-growing areas of the country, and the company is pursuing a balanced approach to meeting the future energy needs of the region. That balance includes increased energy efficiency programs, investments in renewable energy technologies and a state-of-the-art electricity system. For more information about Progress Energy, visit the company's Web site at www.progress-energy.com. |
