Energy Supplier Improves Its Customer Experience
Challenge
German energy supplier RWE sought to differentiate itself in a price-controlled market by transforming its contact centers and offering superior customer service.
- Improve and personalize contact center-based customer service
- Simultaneously increase contact center efficiency
- Use improvements to gain a competitive edge in a price-controlled marketplace
Solutions
- Cisco Unified Contact Center Enterprise
- Cisco Unified Communications Manager
- Cisco Unified Customer Voice Portal
- Cisco Unified Intelligence Center
Results
- 80 percent fewer abandoned or dropped calls
- 90 percent reduction in call waiting time
- 50 percent reduction in call duration
- 90 percent improvement in customer satisfaction and in agent satisfaction
- 100 percent rise in agent productivity
The Cisco contact center platform had the flexibility to incorporate new, upcoming technologies and third party applications.Enterprise Solution Architect for Unified Communications and Contact Center Solutions , RWE IT GmbH