Case Study: Enel achieves a 49% rise in customer satisfaction and 500,000+ new contracts with Genesys Customer Experience Platform

Raising The Bar On Contact Center Performance

Enel, Italy’s largest power company serving about 61 million customers across more than 30 countries, faced the challenge of managing some 50 million annual calls while improving service quality, efficiency and competitiveness. With 5,000 contact center agents and frequent regulator benchmarking, Enel needed to maintain its top-ranking performance and grow sales by shifting to a service-to-sale culture.

By adopting the Genesys Customer Experience Platform—omnichannel routing, self-service, digital channels and real-time analytics—Enel now matches customers to the best-skilled agents, automates roughly 20% of calls, and continuously monitors workflows. The results include a 49% rise in customer satisfaction, 500,000+ new contracts from inbound sales, nine consecutive best-and-most-efficient contact center awards, a 98% survey response rate and CSAT gains from 5.7 to 8.5.

Enel

Maurizio Morrica

Contact Center Manager