Day or night, customers can now reach NV Energy 24-hours each day by phone to order power turned on at a new place; stop service at an old address; make a payment; get an account balance or report an outage.  It’s all available now, no matter the time.

NV Energy has launched a newly consolidated statewide Call Center Telephone System providing Interactive Voice Response (IVR) solutions, making it easier to reach a live representative no matter when you decide to conduct business with the utility. 

Several new features of the improved system include more easily understood voice commands, an option of making a one-time payment over the phone using a bank account for no charge, and an overall  streamlined process to help customers navigate to the right service more quickly.

“Our goal is to make it easy for customers to do business with NV Energy,” said Michelle Follette, vice president of Customer Service for NV Energy.  “For many customers, using the Internet or IVR for self-service is more convenient and now even more services will be available around the clock.”

With a statewide system, Follette said NV Energy can capture the efficiencies of phone service being connected statewide.   “When customer call volume is especially high in one area, we can stretch our resources with a statewide link.”

The new IVR system communicates in English or Spanish and uses speech recognition technology, or responds to touch tone commands depending on the customer’s preference.  

The system also can take outage calls in English or Spanish, a feature not available previously.  

“Most customer service calls will continue to be handled by the employees who work in our contact centers in Las Vegas and Reno,” Follette said, adding that customers in the north will receive service for outage calls on a 24-hour basis now, the same as it is in Las Vegas.

During the past year, contact center employees handled over 4.3 million customer contacts over the phone, such as bill payments and service turn-ons and turn-offs.  On a daily basis, about 30 percent of the calls to NV Energy utilize the company’s self-service option, according to Follette.  

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NV Energy, Inc. provides a wide range of energy services to 1.3 million customers throughout Nevada and nearly 40 million tourists annually.  NV Energy is a holding company whose principal subsidiaries, Nevada Power Company and Sierra Pacific Power Company, are doing business as NV Energy. The company is headquartered in Las Vegas, Nevada. Information about NV Energy is available on the company’s website, Twitter, Facebook and YouTube pages, which can be accessed via nvenergy.com