A Roadmap to Success for Exelon

Discover how Exelon, America’s leading competitive energy provider, is transforming customer service and technology operations through a decade-long partnership with C1. In this video, Jeff Cormier, who manages Exelon’s call center technology projects, shares how the company unified its utilities onto a single telephony platform to better serve millions of electric and gas customers.  In the past, Exelon’s call centers measured success by average handle time. But as customer expectations changed, so did their approach. Today, the focus is on first call resolution—ensuring customers receive the help they need in a single interaction. By consolidating five separate systems into a unified platform, Exelon has improved efficiency, streamlined training, and built a stronger foundation for customer care.  Partnering with C1 has given Exelon access to both advanced technology and expert guidance on new tools and innovations. With redundant data centers for reliability and integrated applications like call recording and workforce management, Exelon’s modernized infrastructure supports operational excellence while enhancing customer satisfaction.  Whether you’re curious about large-scale technology integrations or how utilities are reshaping customer service, this video provides valuable insights. Watch now to see how Exelon and C1 are redefining reliable, customer-focused communications.