ENGIE Improves Customer Experience with Genesys Cloud

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 centre solutions.

Contact Centre CLUB

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 centre 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.”

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 centres. This allows ENGIE to more closely manage and analyze important details to help streamline the customer’s experience.

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 honoured to support ENGIE in this effort to help its customers reduce their carbon footprint – an important cause that impacts all of us.”

Learn more about Genesys Cloud.

About ENGIE

ENGIE is a global reference in low-carbon energy and services. In response to the urgency of climate change, our ambition is to become the world leader in the zero-carbon transition “as a service” for our customers, in particular global companies and local authorities. We rely on our key activities (renewable energy, gas, services) to offer competitive turnkey solutions. With our 160,000 employees, our customers, partners and stakeholders, we are a community of Imaginative Builders, committed every day to more harmonious progress.

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.