Case Study: Energy and Home-Based Services Providing Company achieves $2M/year savings and improved first-call resolution with Windstream Enterprise

Establishing a Superior Customer Experience with CCaaS

Energy and Home-Based Services Providing Company, a major retail provider of electricity, natural gas and home services with roughly 6,500 employees and more than 1,100 agents, was processing about 1.3 million calls per month and had made first-call resolution a top priority. The organization struggled with an aging contact center and an underperforming cloud deployment that lacked IVR and back-office integration, intelligent call routing and compliant call recording—resulting in unidentified calls, frustrated customers, wasted resources and regulatory risk. To address this, they engaged Windstream Enterprise and adopted Windstream Enterprise Contact Center as a Service (CCaaS), powered by Avaya.

Windstream Enterprise replaced the legacy infrastructure with a dedicated, single-tenant CCaaS that provides IVR self-service, computer-telephony integration, intelligent routing, screen/voice recording and managed 99.99% availability. The deployment consolidated systems, enabled remote agent scaling, improved first-call resolution and now handles over two million calls per month while capturing voice and screen for QA and compliance. Windstream Enterprise’s solution drove productivity gains and platform flexibility across business units and delivered about $2 million in annual savings.