Customer Testimonial


Customer Engagement Solutions

ENGIE Solutions’ Business Industries Unit employs 22,000 people throughout France. Its Retail and Logistics division services, specialized in refrigeration and cooling solutions for the fresh product, agribusiness, and health industries, are available 24/7.

Since 2015, the company has deployed the Vocalcom Hermes solution in both its internal contact center and that of its external service provider – who assists especially during non-working hours – to manage 450,000 customer interactions per year.


Responsible for managing clients’ technical emergencies regarding their refrigeration and cooling solutions, the ENGIE Solutions contact center teams handle service call requests and send technicians on-site as quickly as possible if a problem cannot be resolved by phone.

 Fostering autonomy and responsiveness at ENGIE Solutions
 Providing operational excellence for handling essential critical tasks
 Optimizing the activity in real-time for the best service quality


The Vocalcom solution gives total autonomy to Engie Solutions when overseeing call flows and resources, managing services, launching campaigns, or modifying the IVR.

 Omnichannel platform
 Autonomy on ACD
 Autonomy on IVR adjustment
 Cloud solution that offers flexibility and ease
 Real-time supervision and customizable reporting

450 000
Voice and email interactions per year

A service quality rating (QoS) of 97%

How to deliver a good quality of service on critical activities subject to activity peaks?

Engie Solutions, specialized in refrigeration and cooling solutions, chose the Vocalcom Hermes360 Solution to equip its internal contact center and its external service provider.

Intervention times of less than 2 hours

22 000

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