San Francisco, CA, USA, March 10, 2020 -- To deliver the efficient, tailored experience its customers need, ENGIE a provider in low carbon energy and services, replaced multiple legacy, on-premises technologies with the single, all-in-one solution from Genesys(R), a global provider in cloud customer experience and contact center solutions.
"Our priority is to deliver excellent service as we help our customers reduce consumption with smart, energy-efficient equipment, powered using carbon-free energy. Saving energy and time for our clients is a constant motivation since it is a prerequisite for customer satisfaction. It requires rapid innovations that are easy to adopt, which wasn't possible with our previous contact center solutions," said Louis Lescoeur, head of Workflow Management for France B2C Customer Experience, ENGIE. "We chose Genesys Cloud because it offers the robust native functionalities, proven stability and continuous release of new features that we need to constantly improve our customers' experiences."
"Despite the challenge of migrating multiple contact centers managed directly by ENGIE or outsourcers – each with their own telephony solutions – our deployment was smooth, on-time and on-budget. Genesys Cloud's intuitive interface also helped our users onboard quickly," said Lescoeur.
Genesys Cloud has also enabled ENGIE to use a unified technology solution across both its internal and contracted support teams, resulting in improved visibility and cost controls. "With our prior system and processes, we couldn't see that nearly 10% of our inbound calls were subject to transfer," explained Lescoeur. "With Genesys Cloud, we have merged all outsourcers into the same queues, enabling us to prioritize the most valuable calls. This means our customers are connected faster to the next available agent across all of our outsourcers, helping to cut average waiting time in half. In addition, we have reduced the number of abandoned calls by a third while improving the overall experience."
Looking ahead, ENGIE is also interested in leveraging interactive voice response bots and self-service options to make basic transactional tasks more efficient for both agents and customers.
"We are proud Genesys Cloud is one of the key technologies ENGIE is using to provide an exceptional experience to its customers," said Olivier Jouve, executive vice president and general manager, Genesys Cloud. "We are honored to support ENGIE in this effort to help its customers reduce their carbon footprint – an important cause that impacts all of us."
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Thursday, March 12, 2020
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