Improving IVR Containment Rates

As part of a focused effort to ensure a consistent customer experience across all self-service channels, Southern California Gas has continuously improved its IVR by enhancing menus and call flows and leveraging the benefits of touchtone and speech. Independent customer usability testing has validated the changes, and since 2012, SoCalGas has seen its IVR self-service rate – defined as calls that begin and end in the IVR – rise from 24% to more than 48%.

Attend this webinar to learn how SoCalGas uses an analytics-based approach to improve the customer experience.


  • Michelle Academia – Technology Manager, SoCalGas

As the Technology Manager for the SoCalGas Customer Contact Center, Michelle provides oversight on all technology related projects and is responsible for defining a technology roadmap that supports the strategic initiatives of the business. She holds a Bachelor of Business Administration degree in Management Information Systems and Accounting from the University of Hawaii.

  • Juno Nomoto – Project Manager, SoCalGas

Juno supports the continued growth of the Interactive Voice Recognition (IVR) system. She is responsible for creating business requirements, leveraging analytic tools to make data-driven decisions, supporting deployment of enhancements, and measuring post-implementation metrics. Juno holds a Bachelor of Science degree in Managerial Economics from UC Davis.

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