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
Autonomy on ACD
Autonomy on IVR adjustment
Cloud solution that offers flexibility and ease
Real-time supervision and customizable reporting Omnichannel platform
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?
Intervention times of less than 2 hours