Case Study: TXU Energy achieves 40% contact-center cost savings and 99.98% uptime with Genesys

How Genesys helped the largest electricity provider in the deregulated Texas market become industry rock stars

TXU Energy, the largest retail electricity provider in deregulated Texas serving 1.6 million customers, faced a fragmented, multi-vendor contact center that caused dropped calls, poor voice quality, data synchronization errors and weak reporting. With 1,500 licensed agent seats across eight sites, the company needed a highly available, future-proof platform to reduce complexity, improve uptime and gain better visibility into customer interactions.

TXU selected Genesys to consolidate onto a centralized, SIP-based contact center with Info Mart analytics, routing, post-call surveys and a custom softphone. The phased migration delivered rapid failover, the ability to stand up new sites in weeks, and real-time campaign and agent performance insights—cutting contact center costs by 40% in year one, achieving 99.98% uptime, reducing complaints and AHT, and improving both customer experience and employee retention.

TXU Energy

Tony Jurica

Senior Managing Architect, IT Global Voice Networks