In order to improve its services, Pražská energetika has decided to integrate a new text-to-speech (TTS) service into its existing interactive voice response solution (IVR).

This service is now available for the Find out account balance and Send a copy of the invoice requests; the client first calls the contact center and, following the identification, the voice service automatically informs him/her of the outstanding amount or reads out the requested invoice details.

“The newly implemented technology improves the quality of services provided by Pražská energetika, a reliable provider of energy services and related additional distribution services to all customers in its supply area. An average of 3,500 customers use this service monthly. The new feature helps us to streamline and speed up the customer service and manage the workload of our contact center,” says Alena Mrázková, Head of Methodology Department of PREzákaznická, a. s.

Pražská energetika, a. s. (PRE), together with its subsidiaries, is an electricity supplier for the Capital City of Prague and one of the major electricity and gas traders and energy services providers in the Czech Republic. Gas services were included in its portfolio in 2011, although its main object of business is still the purchase, sale, and distribution of electricity.  Pražská energetika was established on 1 January 1994, with Electricity Works of the Royal Capital City of Prague (Elektrické podniky královského hlavního města Prahy), founded in 1897, being its direct predecessor. The main shareholder of Pražská energetika is Pražská energetika Holding, a. s., which is jointly controlled by the Capital City of Prague and a German company Energie Baden-Württemberg AG (EnBW). The German company holds a 70% ownership interest in PRE, both directly and through PRE Holding.

The PRE Group, operating the most reliable distribution network in the Czech Republic, is the third-largest electricity supplier in the Czech Republic (more than 800 thousand consumption points). Its core activities include electricity and gas sale and trading across the territory of the Czech Republic, electricity distribution, its generation, and the provision of additional energy services. It is a stable and prosperous group well established in the energy sector with a long tradition on the Czech market.  The PRE Group is formed by the parent company, Pražská energetika, a. s., and its subsidiaries: PREdistribuce, a. s. (PREnetcom, a. s.), PREměření, a. s. (SOLARINVEST - GREEN ENERGY, s. r. o., FRONTIER TECHNOLOGIES, s. r. o., PRE VTE Částkov, s. r. o., PRE FVE Světlík, s. r. o., and PRE FVE Nové Sedlo, s. r. o.), eYello CZ, k. s., KORMAK Praha a. s., PREservisní, s. r. o., PREzákaznická, a. s., and VOLTCOM, spol. s r. o.

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