Case Study: Eesti Energia achieves greener customer and employee experience with Genesys

Eesti Energia - Customer Case Study

Eesti Energia, the utility company, was looking to improve both customer and employee experience while supporting its sustainability goals. Working with Genesys and its contact center platform, the company needed a more efficient way to manage customer service, simplify IVR changes, and reduce manual work across multiple contact flows.

Genesys helped Eesti Energia migrate to a green service model that automated and standardized 88 call flows, created shared dashboards for service tracking, and enabled faster text-to-speech updates in minutes instead of hours or days. The result was faster resolution for common issues, better callback and survey experiences, reduced IT support, improved employee engagement, and measurable gains in operational visibility and efficiency.

Eesti Energia

Kaido Kabral

Customer Service Solution Expert