Case Study: Enel improves contact center efficiency and call resolution with Amdocs customer management solutions

Italy's Enel Expands its Relationship with Amdocs and Deploys New Amdocs Customer Management Products

Enel, Italy’s largest energy provider, was looking to evolve its customer service operations and existing customer management system to meet new challenges in the energy services market. With hundreds of contact center agents handling customer interactions, Enel needed a way to improve efficiency, reduce call-handling time, and support better first-call resolution using Amdocs customer management products.

Amdocs implemented Amdocs CES – CRM 7.5, including the Smart Agent Desktop solution, which gave agents a unified desktop to access multiple systems and manage customer interactions more quickly. As a result, Enel improved operational efficiency, reduced average call-handling time and contact center costs, and increased the number of calls each agent could handle.

Enel

Guido Valle

CRM Project Manager