Goal

What the client needed to achieve

As credit card transactions increased, Stream Energy identified a need to strengthen its security measures and achieve PCI compliance. The company recognized that a cloud telephony solution could both protect sensitive payment data and enhance customer experience by consolidating communication channels.

Stream engaged Sendero to lead vendor selection, redesign its Interactive Voice Response (IVR) system, and implement a secure, dynamic cloud-based solution that would safeguard customer data while improving efficiency and accessibility.

Results

A secure, cloud-based solution that elevated compliance and customer experience

2

minutes or less average callback threshold for queued customer calls

9

vendors coordinated to enable full API integration

Delivery

How Sendero delivered

Initially engaged to lead vendor selection, Sendero expanded its role to oversee full implementation and stabilization of the new cloud telephony platform. The team collaborated closely with Stream’s leadership and nine third-party vendors to ensure seamless integration, compliance, and usability.

Highlights:

Facilitated the vendor selection process and identified Genesys PureCloud as the optimal solution
Designed dynamic IVR call flows to consolidate multiple service lines into one streamlined customer experience
Coordinated with nine vendors to ensure API functionality and data security alignment
Oversaw end-to-end implementation, including agent interface setup and new phone deployment
Delivered training and testing support to ensure smooth adoption and performance monitoring

Practice

Modernizing communication while protecting customer trust

Through Sendero’s partnership, Stream Energy successfully deployed a secure, cloud-based telephony system that not only met PCI compliance requirements but also enhanced customer and associate interactions. The result: faster, safer, and more intuitive communications that reinforced both trust and operational excellence.

Key Contacts