Case Study: ENGIE Australia & New Zealand achieves better customer engagement with Genesys Cloud

ENGIE Australia & New Zealand improves NPS by 75% with Genesys

ENGIE Australia & New Zealand, a multinational utility company, faced challenges with manual processes and workflow inefficiencies in its contact center. These issues impacted agent productivity and led to inconsistent service standards and disconnected customer journeys. To address this, ENGIE implemented the Genesys Cloud CX platform from vendor Genesys.

The solution leveraged Genesys Cloud's AI-powered capabilities, including Agent Copilot and workforce engagement management, to automate tasks and streamline operations. This resulted in a 40% reduction in manual effort, a 75% improvement in Net Promoter Score, and a 120% reduction in customer complaints. By using the Genesys platform, ENGIE empowered its agents, optimized workforce management, and significantly enhanced both employee engagement and customer experience.