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ENGIE Improves Customer Experience with Genesys Cloud

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Unifies customer experience across multiple contact centers to improve customer satisfaction

ENGIE France BtoC innovates daily to become the global leader in low carbon energy and services. To deliver the efficient, tailored experience its customers need, ENGIE replaced multiple legacy, on-premises technologies with the single, all-in-one solution from Genesys, the global leader in cloud customer experience and contact center solutions.

Today, several thousands of customer service representatives in four different business entities rely on Genesys Cloud to handle 11 million calls each year. After using the product for just three months, ENGIE can now respond more quickly to customer calls and has optimized its service.

“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.”

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Next-level customer care with a centralized solution

“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.”

ENGIE benefits from stability, easy integration and improved visibility

System reliability was another critical factor in ENGIE’s selection of Genesys Cloud. With three layers of redundancy, it provides the company with the stability it needs. In addition, ENGIE needed a solution that would seamlessly integrate with the other technologies it uses. Genesys Cloud’s open APIs enable easy integration with critical systems, including the company’s customer relationship management (CRM) solution.

Genesys Cloud’s dynamic views and reports give supervisors real-time metrics across all call centers. This allows ENGIE to more closely manage and analyze important details to help streamline the customer’s experience.

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The next chapter

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.”

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