North Fort Myers, FL, June 10, 2025– LCEC is proud to announce its Interactive Voice Response (IVR) system has been recognized as one of the top-performing automated telephone systems in North America.
IVR technology allows callers to interact with a company’s system using voice or touch-tone input. “By leveraging pre-recorded messages, speech recognition, and dynamic menu options, IVR systems guide users, provide essential information, and help members complete simple tasks without having to speak to an agent,” said Gary Avin, Director of Member Services.
The 2025 Energy Utility IVR Benchmark Report evaluates the performance of 100 energy utility IVR systems across the U.S. and Canada. The analysis focuses on how well these systems balance corporate goals with customer experience.
“The Report looks at the IVR experience from two-perspectives - callers using it and those who manage it. It also highlights common design mistakes and demonstrates clearly how those errors can have a negative impact on a company and its callers’ experience,” said Mark Camack, IVR Doctors’ co-founder.
The LCEC IVR system earned top honors in several major categories:
- #1 Cooperative System IVR
- #1 in Functionality
- #1 Touchtone-Only IVR
- #2 Overall Across 100 IVRs in North America
- Named one of just eight “Platinum Stethoscope” companies, awarded for top quartile achievement in Functionality, Usability, and Aesthetics
This outstanding recognition highlights the LCEC commitment to enhancing member experience!