Case Study: Alinta Energy achieves superior customer care and $650,000 in savings with Genesys Cloud

Leading the way in energy customer care

Alinta Energy, one of Australia’s largest energy retailers and generators, needed to modernize its customer experience approach to support a digital-first strategy and reduce the risks of aging on-premises contact center technology. Using Genesys and its Genesys Cloud platform, the company also aimed to improve service for more than 1.1 million customers across four contact centers.

Genesys migrated Alinta Energy to Genesys Cloud in just 18 weeks, connecting inbound, outbound, IVR, web messaging, virtual agents, and workforce engagement tools across the business. The results included a 24-point rise in eNPS, a three-fold increase in digital engagement, customer satisfaction reaching 90%, a 66% reduction in average speed of answer, a 17% service level improvement, and more than $650,000 in savings over three years.

Alinta Energy

Kevin Watts

Head of Customer Service Excellence