-- better utilization of customer service capacity from the integrated call routing between the branches and call centers -- the ability to handle spikes in call volume up to 5 times normal peak volume -- for severe conditions -- an improved customer experience with a dramatic reduction in greeting time in addition to the improved self-service and call routing capabilities -- Disaster Recovery Capabilities allowing contact center support to be provided from mobile users at any location with access to the LADWP network"eLoyalty and Cisco have helped LADWP to make a measurable difference in the level and quality of service we can deliver to LA residents," said John Chen, Assistant General Manager at LADWP. "Our top quartile ranking for 2009 is particularly remarkable considering we moved up from the bottom quartile in 2008. This reinforces our commitment to customer satisfaction." For more information about the "E SOURCE 2009 Review of North American Electric and Gas Company IVRs," please visit www.esource.com/public/products/IVR_2009_Review About eLoyalty eLoyalty enables its customers to achieve breakthrough results with revolutionary analytics and implementation of advanced VoIP applications for contact centers and self-service. eLoyalty's principal offerings include the Behavioral Analytics™ Service and Integrated Contact Solutions (ICS). About E SOURCE E SOURCE has been providing unbiased, objective energy business intelligence to over 300 utilities and large energy users for more than 20 years. Our benchmarking services are supported by the latest market research looking at what customers want in utility self-service. That research helps us determine what utility IVR and web site tasks and functions should be assessed during our reviews. Our research analysts and consultants are among the best minds in the business, delivering significant and timely research that equips our customers with the right information at the right time to make better, faster decisions. We predict and address trends, technologies, and problems related to energy efficiency, utility customer satisfaction, program design, marketing, customer management, and sustainability. About Cisco Cisco (CSCO) is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Information about Cisco can be found at http://www.cisco.com. eLoyalty and the eLoyalty logo are registered trademarks of eLoyalty Corporation in the United States and certain other countries. All other company names or product names may be the trademarks of their respective owners. Cisco, Cisco Systems and the Cisco logo are registered trademarks of Cisco Systems Inc. in the United States and certain other countries.
Contact Information: Contact: eLoyalty Corporation Steve Pollema Vice President (847) 582-7200