Case Study: K-Electric achieves omnichannel contact center transformation and faster customer service with Genesys

K-Electric making a contact center transformation shine

K-Electric, the vertically integrated energy provider for Karachi serving over 2.5 million customers, faced a fragmented contact center environment that hampered omnichannel service, rapid scaling of agents, IVR flexibility and real-time insight—especially during demand peaks—making it difficult to improve customer satisfaction and operational efficiency.

By deploying an end-to-end Genesys suite with Teradata to integrate Genesys with SAP, K-Electric automated NPS surveys and complaint follow-ups, consolidated channels into a single agent desktop, introduced smart IVR, self-service and callback options, and boosted digital and social support. The transformation delivered measurable gains: 87% of contacts answered within 20 seconds, a 13% reduction in average handling time, a 21% increase in first-call resolution, doubled call-handling capacity and ISO 9001-2008 certification for its Integrated Business Centers.

K-Electric

Hasham Khan Sherwan

General Manager, Customer Service