Case Study: AEP Energy achieves 10% conversion and quality gains and 95% first-call resolution with NICE Systems

AEP Energy - Customer Case Study

AEP Energy, a retail electricity and natural gas supplier serving about 430,000 customers across 27 territories, struggled with limited visibility and infrequent, insufficient voice-of-customer insights while outsourcing its contact center. That lack of transparency prevented rapid improvements in customer experience, compliance and agent performance, making better control of contact center operations a strategic priority.

To fix this, AEP brought its 40‑seat contact center in‑house in Columbus and implemented Cisco ACD alongside NICE solutions (Engage Recording, Quality Management, Interaction Analytics, Workforce Management and desktop tagging) to capture and analyze interactions and enable targeted coaching. The integrated approach produced actionable insights and training, yielding a 10% increase in sales conversions, a 10% rise in quality scores and 95% first‑call resolution.

AEP Energy

Kevin Weber

Vice President of Operations