Case Study: Essent boosts customer experience and employee satisfaction with Genesys Cloud

Essent boosts employee satisfaction 32% with Genesys

Essent, an energy utility company in the Netherlands, faced challenges with its costly and incident-prone legacy voice and chat systems, which were unable to support its future customer and employee experience strategy. To use customer experience as a key differentiator in a commoditized market, Essent partnered with vendor Genesys to implement their Genesys Cloud CX platform.

By migrating its voice and chat services to the Genesys Cloud platform with the help of partner Sabio, Essent achieved a 100% reduction in service-impacting incidents and a 32% increase in employee workplace satisfaction. The solution provided greater control over service orchestration and integrated with their CRM, leading to more efficient customer journeys. Genesys also helped Essent project a 50% decrease in IT costs.

Essent