The Challenge

As the number of credit card transactions increased at Stream Energy, so did a need for higher scrutiny with their security protocols. When the company began to evaluate the criteria to become PCI compliant, they identified the need to explore a new technology solution to ensure that callers’ credit card data was secure.

Stream determined that a cloud telephony solution would be the most effective method to achieve compliance, because it had built-in ways to ensure secure data flows and processes, and because it removed stored customer data from on-premise servers. Stream wanted the selected solution to also be dynamic to the customer, leading to a better customer experience.

Stream determined that a cloud telephony solution would be the most effective method to achieve compliance.

Our Approach

Stream initially engaged Sendero for a short-term project to lead vendor selection for the cloud telephony provider and begin the redesign of their IVR (Interactive Voice Response) system. While many cloud service providers were considered, Genesys PureCloud was chosen. Due to the excellent cross-team collaboration and delivery with Stream, Sendero’s scope of work was extended to include implementation and stabilization of the telephony solution and the new IVR system.

Stream desired that the new IVR system combine their various service lines under one phone number and create a dynamic experience for both their customers and associates. To accomplish this objective, Sendero’s team designed call flows and collaborated with 9 unique vendors to ensure that the new system would accommodate the many APIs needed to deliver a dynamic experience.

Due to the excellent cross-team collaboration and delivery with Stream, Sendero’s scope of work was extended to include implementation and stabilization of the telephony solution and the new IVR system.

Our Results

  • Genesys PureCloud, with its advanced reporting functionality, was successfully implemented, leading to omni-channel agent communications through email, webchat, and IVR.
  • The new software enhanced the customer experience for Stream’s customers and sales associates. For customers, it enabled increased self-service opportunities — including the ability to check current account balances, compare energy usage to the previous term’s amount, make payments via the IVR system, and enable a queued call-back when wait times were over 2 minutes. Sales associates now had new self-service opportunities to hear commission amounts and various other announcements over the phone.
  • In addition to the new technology platform, a new agent interface and phones were deployed for their business users.  The cloud telephony solution allowed the client’s customers the ability to easily contact the company while simultaneously meeting the business requirements to become PCI compliant.

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