Objective
ENGIE Australia and New Zealand aimed to improve its customer experience by reducing manual processes, increasing agent productivity, and creating more consistent service journeys. The main objective was to modernize contact center operations through AI-powered automation, better workforce management, and a unified customer experience platform.

Introduction
ENGIE Australia and New Zealand is a multinational utility company focused on delivering reliable energy-related services and improving customer engagement. Contact center agents are often the first point of contact for customers, making agent productivity and service quality very important.
To improve customer and employee experience, ENGIE implemented Genesys Cloud CX and its AI-powered capabilities. This helped the company reduce manual effort, improve service consistency, and create a more efficient contact center environment.

Challenges
ENGIE was facing several customer service and operational challenges, including:

• Manual processes affecting agent productivity.
• Workflow inefficiencies across contact center operations.
• Inconsistent service standards.
• Disconnected customer journeys.
• Time-consuming post-call summarization and wrap-up tasks.
• Difficulty in tracking customer promises such as callbacks and price changes.
• Fragmented workforce management systems across multiple partner organizations.

Limited visibility for accurate forecasting, scheduling, and resource planning.

Our Strategy
The strategy focused on improving both employee experience and customer experience through AI, automation, and a unified cloud platform.

The key strategic actions included:

• Migrating contact center operations to Genesys Cloud CX.
• Using AI-powered Agent Copilot to support agents during customer interactions.
• Automating interaction summaries and wrap-up code recommendations.
• Using speech and text analytics to detect and monitor customer commitments.
• Implementing workforce engagement management for better forecasting and scheduling.
• Introducing gamification to improve agent engagement and performance.
• Using predictive engagement to contact customers at the right time with relevant context.
• Giving supervisors better visibility into quality, staffing, and performance metrics.

Results
The implementation of Genesys Cloud CX delivered strong improvements for ENGIE Australia and New Zealand:

• 40% reduction in manual effort.
• 75% improvement in Net Promoter Score.
• 120% reduction in customer complaints.
• Improved agent focus during customer conversations.
• More consistent post-interaction summaries.
• Better quality assurance and audit support.
• Improved workforce planning and scheduling.
• Reduced administrative burden on agents.
• Stronger employee engagement through gamification.
• Better visibility into customer needs and service performance.

Conclusion
ENGIE Australia and New Zealand successfully improved its customer and employee experience by adopting Genesys Cloud CX. Through AI-powered automation, workforce management, speech and text analytics, and predictive engagement, the company reduced manual work and improved service quality.
This transformation helped ENGIE create a more efficient, consistent, and customer-focused contact center environment while empowering agents to focus more on meaningful customer interactions.