Case Study: ENGIE Solutions achieves 97% service quality and rapid emergency response with Vocalcom Hermes

ENGIE Solutions Providing the best service quality for critical tasks

ENGIE Solutions, a French refrigeration and air‑conditioning provider with 22,000 employees, needed a reliable, flexible contact‑center platform to manage 450,000 voice and email interactions a year and handle critical service calls that require technician dispatch within 2–4 hours. To coordinate internal and outsourced agents, absorb large seasonal call spikes, and gain operational autonomy, ENGIE Solutions deployed the Vocalcom Hermes solution (in use since 2015).

Vocalcom implemented Hermes across ENGIE Solutions’ internal and external contact centers, integrating ERP data onto agents’ screens, providing real‑time KPIs and supervisor tools, and enabling quick IVR and campaign changes — including a full remote‑work rollout in 24 hours during COVID. The Vocalcom Hermes platform reduced reliance on external IT support, lowered costs and response times, and helped ENGIE Solutions achieve a 97% service quality rating (versus an industry average of ~92%) while managing 450,000 annual interactions.

ENGIE Solutions

Cyril Roustan

Retail & Logistics Customer Service Center Manager