Achieving sustainability in the cloud

Standardizing on the Genesys Cloud™ platform, Eesti Energia has unified its contact centers across five countries, while driving greener operations from a smaller IT footprint. With faster resolution of issues like billing queries, contract renewals, power issues and solar panel installation, customers always experience efficient service. Team leaders have a common dashboard and set of metrics for service-level tracking. Meanwhile, advisors spend less time searching and entering data, with the added attraction of hybrid working.
Customer Experience Tracking  – Customer management
Provider: Genesys
Solution/Product: Genesys Cloud

Eesti Energia wanted to standardize its contact centers across different countries and at the same time achieve a more environmentally friendly operation by reducing their IT footprint. The solution was the Genesys Cloud.

Challenge

  • Unification of five separate contact centers: creation of a unified service landscape across multiple countries.
  • Creating a more environmentally friendly service model: reducing the IT infrastructure and server footprint.
  • Transforming the customer experience and employee experience: improving service quality and efficiency for customers and employees.

Benefit

  • Reduction in IT support requests: Major reduction in IT support effort and complexity.
  • Faster changes to the IVR: Changes can now be made in minutes instead of hours or days.
  • Automation and standardization of 88 call flows: Standardization and increased efficiency of operations.
  • Unified KPI dashboard: Improved overview and management of service levels.
  • Increased employee engagement and motivation: Better working conditions and personal growth opportunities for employees.

Solution

Moving to the Genesys Cloud has enabled Eesti Energia to transform to a more efficient, sustainable and consistent operation of its contact centers. The platform is helping the company realize its goals of offering 100% carbon-free electricity by 2035 by delivering excellent service quality while reducing its environmental impact. Tight integration with Microsoft Dynamics and collaboration with partner Adventus Solutions enabled a seamless migration and optimization of call flows, resulting in a significant improvement in customer experience.

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Genesys Cloud CX

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