Case Study: ENGIE achieves a seamless cloud customer experience with Sabio and Genesys Cloud

Engie Completes Its Digital Transformation Towards The Cloud, Supported By Sabio Group

ENGIE, the French low-carbon energy and services company, needed to modernize its contact centre and migrate to an innovative cloud platform within 12 months. With 4,600 agents, 2,200 simultaneous connections and 150 million voice minutes a year, the scale and voice-heavy nature of the operation made the move complex. ENGIE selected Sabio to support the transition to Genesys Cloud.

Sabio delivered a staged migration to Genesys Cloud in just 10 months, two months ahead of schedule, using centralized voice-flow management in its data centre to minimize disruption. Sabio also implemented more than 2,000 SIP channels and integrated Genesys Cloud with Salesforce and SAP, plus custom APIs for dashboards and reporting, giving ENGIE a single 360-degree agent view. The result was improved customer and employee experience, more automation and self-service, fewer abandoned calls, better resource allocation, and significant cost savings; the project was also recognized by Genesys with a “Best Deal of the Year” award in Europe.

ENGIE