Case Study: Luminus energises its contact centre with omnichannel capacity with Odigo

Luminus energizes its contact center with new omnichannel capacity

Luminus, the second-largest utilities supplier in Belgium and part of the EDF group, was handling close to 10 million customer interactions per year and needed a flexible, scalable contact centre solution. Their key challenge was to find a platform that would integrate seamlessly with their Salesforce CRM and provide personalised, omnichannel support to customers integrated with Salesforce. The solution provided scalability, empowered non-technical users to make adjustments, and consolidated the entire customer journey into a single interface for agents. Key features like workforce optimisation and WebRTC softphone were particularly valued, and the implementation was guided by early input from all contact centre staff.

Luminus