Case Study: CPFL Atende achieves contact center consolidation, faster response times and cost & energy savings with Unify

In Partnership With Siemens Enterprise Communications – Now Unify - CPFL Consolidated Its Communications And Reaped Significant Financial, Environmental And Commercial Rewards.

CPFL Energia, a group serving 6.7 million customers across 569 municipalities in Brazil, faced fragmented communications after growth by acquisition: more than 40 companies and four contact centers ran on different systems. New regulatory service-level requirements and the ambition to offer outsourced contact services created urgent needs for centralized, energy‑efficient, and scalable contact center infrastructure.

Unify implemented a tailored OpenScape solution (OpenScape Voice, Contact Center Enterprise, Voice Portal) with professional and managed services, integrating IVR with CRM and workforce systems and providing NOC monitoring and on‑site support. The unified platform met ANEEL targets (85% of calls answered <30s, <4% busy/abandoned), enabled the launch of CPFL Atende for internal and external clients, increased agent productivity, saved R$42,000/year, reduced IT energy use by 23% and CO2 emissions by ~300 kg/year, and deflected ~60% of outage calls via IVR.

CPFL Atende