Voice Channel Communications

The Behavioral Demand Response Cloud Service uses the voice channel to send automated pre- and post-event voice messages (also called Interactive Voice Response, or IVR) to customers. The messages are designed to motivate customers to save energy during peak events.

Design

The following are samples of the IVR scripts for the Behavioral Demand Response program. The utility name, utility customer service phone number, peak day date, and peak day start and end times are configured based on the utility’s preferences. Talk to your Service Delivery Manager for a full Behavioral Demand Response IVR script.

Pre-Event IVR Sample

“This is an alert from [Utility Name]. Tomorrow, [Day], [Month], [Date] is a peak day. From [Start Time] to [End Time] join [Utility Name] customers in reducing your energy use. After the peak day is over, we'll follow up and let you know how efficient you were. Save by turning up the temperature on your thermostat or delaying the use of large appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages this summer. If you have questions, you can reach us at [Customer Service Phone Number]. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1. Thank you. Goodbye.”

Post-Event IVR Sample

“This is a message from [Utility Name]. During the peak day on [Day], [Month], [Date] you were one of the top 5 most efficient homes in your neighborhood. Keep your efficient status next peak day by turning up the temperature on your thermostat or delaying the use of large appliances. These alerts help you save energy and money. We’ll notify you before and after each peak day, so you may get a few messages this summer. If you have questions, you can reach us at [Customer Service Phone Number]. To stop receiving these alerts, press 9. To opt in for text notifications about future peak days, press 6. To hear this message again, press 1. Thank you. Goodbye.”

Configuration Options

For each element listed in the table, indicate the desired configuration in the Input Value column. If you do not provide an input for optional configurations, the default will be used.

Configuration Option	Input Value
IVR Quiet Hours Hours of the day during which Oracle Utilities should not reach out to your customers via IVR. The utility is responsible for ensuring that it has obtained all customer consents required by applicable laws and regulations to call and/or email customers. If you wish to make phone calls outside of 9:00 AM to 5:00 PM, check your state’s telemarketing requirements to ensure your desired timeframe is permitted. Note: The IVR quiet hours can be different for each Oracle Utilities Opower IVR product. Indicate the time zone in your input. Example: 9:00 PM - 8:00 AM PT	Required Start time: End time:
IVR-Specific Utility Name Indicate the utility name that should be used when contacting customers via IVR. Be sure to provide the name exactly as it should be read aloud. Example: UtilityCo or Utility Company	Required
IVR Caller ID Phone Number and Name Provide the name and phone number that should appear on the caller ID when a customer is contacted as part of the Behavioral Demand Response Program. Example: Name: UtilityCo Phone: (555)-555-5555	Required Name: Phone:
Include "press 6 to enroll in SMS" Option Notes: This option is applicable only for utilities that already have an opt-in SMS program. Utilities should communicate their preference to the Service Delivery Manager during pre-season launch. Indicate if you want to enable the "press 6 to enroll in SMS" option to enroll your customers in for text notifications. If you choose YES, "press 6 to enroll in SMS" option will be included in the IVR message for customers. If you choose NO, it will be omitted. Example: "This is an alert from [UtiliCo]. Tomorrow Wednesday July 15 is a peak day. From 2pm to 7pm, join UtilCo customers in reducing your electric use. During the last peak day, you used 30% more than similar homes. Save more this peak day by turning up the temperature on your thermostat or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6."	Required Do you want to include "press 6 to enroll in SMS" option in your IVR message? YES NO
Press 6 to Enroll in SMS Opt-In Flow If you answered YES to Include "press 6 to enroll in SMS" option, indicate whether you want your customers to be enrolled in for text notifications through single opt-in, or double opt-in. Customers enrolled in for single opt-in text notifications will receive one confirmation message. Example: "Thank you for confirming your subscription to CLIENTNAME text alerts. Msg&Data rates may apply. 4msg/month. For help call XXX-XXX-XXXX." Customers enrolled in for double opt-in text notifications will first receive a text message asking for their confirmation. Once customers confirm their subscription by replying “Y”, they will receive the confirmation message above. Example: "Please reply Y to confirm your subscription to XXXX Bill msgs. Msg&Data rates may apply. Frequency varies by user. Text HELP for help/STOP to cancel."	Required Choose between these two options: Single opt-in Double opt-in

Configuration Option

Input Value

IVR Quiet Hours

Hours of the day during which Oracle Utilities should not reach out to your customers via IVR. The utility is responsible for ensuring that it has obtained all customer consents required by applicable laws and regulations to call and/or email customers. If you wish to make phone calls outside of 9:00 AM to 5:00 PM, check your state’s telemarketing requirements to ensure your desired timeframe is permitted.

Note: The IVR quiet hours can be different for each Oracle Utilities Opower IVR product. Indicate the time zone in your input.

Example: 9:00 PM - 8:00 AM PT

Required

Start time:

End time:

IVR-Specific Utility Name

Indicate the utility name that should be used when contacting customers via IVR. Be sure to provide the name exactly as it should be read aloud.

Example: UtilityCo or Utility Company

Required

IVR Caller ID Phone Number and Name

Provide the name and phone number that should appear on the caller ID when a customer is contacted as part of the Behavioral Demand Response Program.

Example:

Name: UtilityCo

Phone: (555)-555-5555

Required

Name:

Phone:

Include "press 6 to enroll in SMS" Option

Notes:

This option is applicable only for utilities that already have an opt-in SMS program.
Utilities should communicate their preference to the Service Delivery Manager during pre-season launch.

Indicate if you want to enable the "press 6 to enroll in SMS" option to enroll your customers in for text notifications.

If you choose YES, "press 6 to enroll in SMS" option will be included in the IVR message for customers. If you choose NO, it will be omitted.

Example:

"This is an alert from [UtiliCo]. Tomorrow Wednesday July 15 is a peak day. From 2pm to 7pm, join UtilCo customers in reducing your electric use. During the last peak day, you used 30% more than similar homes. Save more this peak day by turning up the temperature on your thermostat or delaying the use of large appliances. You may reach us with questions at 1-XXX-XXX-XXXX. These notifications inform you of days to save energy and money. To cancel future phone notifications, press 9 now. To opt in for text notifications about future peak days, press 6."

Required

Do you want to include "press 6 to enroll in SMS" option in your IVR message?

YES

Press 6 to Enroll in SMS Opt-In Flow

If you answered YES to Include "press 6 to enroll in SMS" option, indicate whether you want your customers to be enrolled in for text notifications through single opt-in, or double opt-in.

Customers enrolled in for single opt-in text notifications will receive one confirmation message.

Example:

"Thank you for confirming your subscription to CLIENTNAME text alerts. Msg&Data rates may apply. 4msg/month. For help call XXX-XXX-XXXX."

Customers enrolled in for double opt-in text notifications will first receive a text message asking for their confirmation. Once customers confirm their subscription by replying “Y”, they will receive the confirmation message above.

Example:

"Please reply Y to confirm your subscription to XXXX Bill msgs. Msg&Data rates may apply. Frequency varies by user. Text HELP for help/STOP to cancel."

Required

Choose between these two options:

Single opt-in

Double opt-in