Case Study: Acea enhances customer experience with Kaleyra Video

Kaleyra Helps Acea Offer A Digital Experience To Its Customers

Acea, an integrated multi-utility company and leader in Italy’s water sector, wanted to enhance customer service with a more premium digital experience while keeping the human touch. The company needed a way to let customers connect with operators quickly and securely through video, including from its digital counters and contact center platform. Kaleyra’s Video solution was used to help meet this need.

Kaleyra integrated its video calling technology with Acea’s existing systems, including Genesys Cloud, enabling one-click browser-based video calls without extra software. The solution supported remote assistance through digital branches and Waidy Points, helping Acea handle thousands of video interactions more efficiently. Results included 2,982 hours of video meetings, 27,500 confirmed video meetings, and an increase in NPS from 86% to 94%.

Acea