Case Study: ENGIE Solutions achieves fast, high-quality service for critical refrigeration emergencies with Vocalcom Hermes360

ENGIE Solutions maintains 97% QoS with Vocalcom

ENGIE Solutions, a major provider of refrigeration and cooling solutions, faced the challenge of managing critical technical emergencies and service call requests for its clients, which were subject to significant activity peaks. Their goal was to foster autonomy, ensure operational excellence, and optimize service quality in real-time. To address this, they implemented the Vocalcom Hermes omnichannel customer engagement solution.

The Vocalcom solution provided ENGIE Solutions with total autonomy to oversee call flows, manage resources, and adjust their IVR, all supported by a flexible cloud platform. This implementation resulted in the handling of 450,000 voice and email interactions per year and the achievement of a 97% service quality rating (QoS), enabling intervention times of less than two hours.

ENGIE Solutions