Case Study: Schneider Electric achieves global contact center consolidation and improved customer experience with Genesys

Genesys Customer Experience Platform helps Schneider Electric agents build better customer relationships worldwide

Schneider Electric, a global leader in energy management with more than 150,000 employees in 100+ countries, faced inconsistent service and sub‑optimal resource use from hundreds of small local call centers. The company needed to consolidate and harmonize its contact centers to raise customer and agent satisfaction and improve efficiency.

Working with Dimension Data, Schneider deployed the Genesys Customer Experience Platform in a private cloud and integrated it with Salesforce, creating regional hubs and consolidating 40 centers to serve 100+ countries while keeping calls handled by human agents and routing to the last agent when available. The rollout delivered clear gains: 86% first‑call resolution, 90% of calls answered within 20 seconds, 90% agent satisfaction, unified reporting and a measurable rise in customer satisfaction.

Schneider Electric

Jean-Pierre Nicolas

Customer Care Excellence Program Manager