The IVR prompt for Cambridge City Council was hugely successful due to a redirection to a simple explainer video, also created by Premier CX.

The video that customers could access, gave them clear and concise instructions to register for the Council’s online portal.

The award-winning IVR prompt with video explainer, increased online portal registrations by 30% in the first month and reduced AHT by 18%. There were 1,500 views of the video in the first 5 months!

Welsh Water, known to native Welsh speakers as Dwr Cymru, is a regional water company in the UK.

Their mission is to empower and encourage callers to self-serve, while the caller remains in control of their journey. They can stay on the line, take advantage of the information provided, or choose the call-back option.

All the messages are twinned with a medley of positive and warm music choices, reflecting the benefit-led approach.