Case Study: EGEA Group achieves increased agent productivity and remote flexibility with Talkdesk

Italian green energy provider EGEA leverages Talkdesk to power up its contact center

EGEA Group, a renewable energy management company in Alba, Italy, provides water, electric and gas services to residential and commercial customers and operates two small call centers that handle about 13,000 calls per month. The company’s on‑premise contact center platform lacked flexibility, robust reporting and easy access to customer data—problems that became acute when agents needed to work from home during the pandemic and when managers required compliance and KPI reporting.

Working with partner Comdata, EGEA implemented Talkdesk (Studio, Callbar, Dialer Live and Explore) with planned Salesforce integration. The cloud solution gave agents remote access to customer data, streamlined workflows and improved reporting for regulatory compliance, boosting agent productivity and upsell capabilities. After starting with 10 licenses, EGEA expanded to 40 within a year and has extended the platform to additional service desks, increasing flexibility and new‑customer performance.

EGEA Group