Case Study: ACEA achieves enhanced user experience and assisted digitalization with Genesys Cloud CX

Embracing digitalization by going beyond the phone

ACEA, Italy’s leading water utility with about 800 agents, set out to improve customer experience by providing alternatives to the telephone and building more empathic, user-friendly interactions—especially for customers less familiar with digital tools. The company needed to simplify access to services, broaden digital touchpoints, and enhance service quality while maintaining assisted support.

By migrating to Genesys Cloud CX ACEA launched Waidy Point, a “phygital” help desk that combines omnichannel digital channels with an assisted physical kiosk experience, plus integrations for customization and agility. The solution simplified the user journey, broadened service options, and strengthened customer relationships—delivering faster, more intuitive support and laying the groundwork for further innovation.

Acea

Claudio Cosentino

President