Trusted partner and contact center specialist Adventus Solutions helped enable a flawless four-month migration. “Adventus ensured the solution was correctly set up and optimized to our exact needs,” said Kabral. “You need a good partner for contact center projects. For example, they helped create data tables in Genesys to automate and standardize 88 call flows, eliminating the need for lots of manual configuration.”

Quick wins

Now, when customers call, they always experience efficient service, resulting in faster resolution for common issues such as billing queries, contract renewals, power issues and solar panel installations. Afterward, they receive a text message to participate in a short post-call survey.

“Results from our latest surveys suggest that customers feel well informed,” said Kabral. “They especially like our new callback service, which allows them to carry on with their day instead of having to stay on the phone.”

The Genesys platform also enables Eesti Energia to run highly efficient and effective outbound sales campaigns. Like many utility companies, it relies heavily on IVR messages to help reduce customer effort and the number of inbound calls, especially in the event of power outages or energy price changes. Now, with Genesys, text-to-speech messages are produced in minutes rather than hours or days.

Employees have noticed big changes, too. “Our team leaders have a common dashboard and set of metrics for tracking service levels across all our contact centers,” added Kabral. “And, unlike before when we could only see if an advisor was on or off queue, we’re able to measure KPIs like adherence rates and idle time.”

Advisors spend less time searching and entering data, thanks to handy features like screen pops, single sign-on and Genesys integration with Microsoft Dynamics.

Once they reach their personal targets, they become eligible to become hybrid workers. Most staff in Latvia work from home, while in Estonia the ability to offer hybrid working is enabling the company to access a larger talent pool and recruit across the entire country. That offer also extends to agents in Lithuania, subject to meeting performance targets.

Importantly, the company’s contact centers are more self-sufficient and require significantly less IT support. “We used to raise several tickets a day, compared to only a few in the four months since moving to Genesys,” said Kabral.

Innovation engine

Next, Eesti Energia intends to improve forecasting, training and quality management with the introduction of Genesys Workforce Engagement Management, which goes live shortly. Other plans include offering customers greater choice to communicate via web messaging, email and video calls. The company is also considering extending the Genesys platform to offer sales teams better call-handling tools than on their mobile phones.

“We set out to create reusable resources and make things easy — and that’s exactly what Genesys enables us to do,” concluded Kabral.

Achiever Of the Year

Kaido Kabral was honored by Eesti Energia with an “Achiever Of the Year” gold badge for the implementation of Genesys Cloud contact center solution in 5 countries.

At a glance 

• Customer: Eesti Energia (also known as Enefit)
• Industry: Energy
• Location: Estonia, Latvia, Lithuania, Poland and Finland
• Contact center: Around 250 users

Challenges

• Unify five disconnected contact centers
• Create a greener service model
• Transform customer and employee experience

Solution

• Genesys Cloud contact center platform

Capabilities

• Inbound
• Outbound
• Self-service IVR
• Integrations
• Workforce engagement management

Solution Integrator

• Adventus Solutions