Case Study: E.ON achieves scalable, omnichannel customer service with IBM Consulting and Amazon Connect on AWS

E.ON improves the customer service experience when it engages IBM Consulting to deploy a new contact center platform powered by Amazon Connect and built on AWS Cloud Services

E.ON, a leading UK green-energy provider, needed a more scalable, flexible contact center to support rapid growth and its net‑zero goals. To replace a legacy system used by more than 1,000 agents across five specialist units, E.ON engaged IBM Consulting to deploy an omnichannel contact center powered by Amazon Connect and built on AWS Cloud Services.

IBM Consulting used IBM Garage workshops and agile squads to design, migrate and train agents, completing the program in under one year. The Amazon Connect platform now supports 1,000+ agents handling about 120,000 voice interactions monthly (plus hundreds of thousands of emails and ~70,000 live chats), delivered a smooth, low‑disruption go‑live, reduced costs with pay‑as‑you‑grow SaaS, cut wait times, improved first‑time resolution, and added AI routing and sentiment analysis — tangible results driven by IBM.

E.ON

Suky Dulay

Head of Digital Transformation UK Solutions