Case Study: Edenor improves omnichannel customer service with Avaya

Edenor boosts self-managed services by 19% with Avaya

Edenor, Argentina's largest energy distribution company serving over 9 million people, faced the challenge of transforming its traditional call center into a more effective omnichannel contact center. The goal was to provide a unified, 360-degree view of customer interactions across all channels. To achieve this, Edenor partnered with vendor Avaya to implement its omnichannel solutions.

Avaya provided a single, scalable platform that integrated Edenor's voice and digital channels. This solution improved call segmentation, directing customers to the right operator without transfers and reducing average handle time. The implementation was a key contributor to a 19 percent increase in self-managed services, significantly improving the customer experience for millions of consumers.

Edenor