Case Study: Innogy cuts call‑listening time by two‑thirds and boosts up‑selling with Phonexia speech analytics

Innogy - Customer Case Study

Innogy, one of Europe’s five largest energy companies and a leader in the Czech market with 41 customer care centers handling over 1.7 million interactions a year, struggled with inaccurate call categorization caused by subjective agent labeling and wanted to boost up‑selling and selling skills. To address this, Innogy deployed Tovek, a voice analytics solution built on Phonexia speech technologies.

Phonexia’s Tovek automatically transcribes calls and categorizes topics with up to 97% accuracy, providing searchable transcripts and graphical dashboards for supervisors that shortened call‑listening time by two thirds. The solution helped Innogy increase up‑selling by identifying the best topics and agents for sales, improved complaint handling and marketing feedback (including A/B testing of SMS), and enabled continuous process innovation across their contact centers.

Innogy

Martin Krištof

Operations and Technical Development Manager