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Collaboration

Collaboration Case Study: RWE

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

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.
- Jörg Grotehusman,
Enterprise Solution Architect for Unified Communications and Contact Center Solutions , RWE IT GmbH