Case Study: Leading European Energy Company achieves optimized marketing ROI and a 90-day omnichannel launch with NICE Systems

Utilities Company Integrates CXone and Google Analytics for Digital Customer Acquisition

A fast-growing European energy company with over 20,000 employees expanded into the competitive French consumer market to accelerate the energy transition and reduce reliance on fossil fuels. With 23 advisors handling 100,000 contacts a year and a goal of a 100% digital sales strategy, the company needed a scalable, omnichannel contact center and clear visibility into which marketing channels delivered the best ROI, so it engaged Webhelp as a managed service provider.

Webhelp implemented NICE CXone (omnichannel routing and APIs) integrated with Google Analytics, launching the solution in 90 days to enable end-to-end lead attribution and unified agent workflows. The deployment improved customer satisfaction and agent engagement, streamlined training and performance tracking, and optimized the marketing budget by focusing spend on the highest-converting channels while supporting predictable, scalable growth.