A large energy company in the Midwest chose Voxai to migrate its Aspect contact center to all-in-one Genesys Cloud CX to boost customer experience and promote employee engagement.
Solution: Migration of Aspect-based contact center to all-in-one Genesys Cloud CX
Services: CX Consulting and Professional Services
Our customer is an energy major with 1.5 million electric and gas customers in the Midwest region. In the competitive utility market, customer service is a huge differentiator, and our client wanted a 100% digital solution for all aspects of customer service. However, the current solution integrator, combined with the Aspect-based contact center platform, could not satisfy customers’ unique requirements. FirstEnergy decided that it needed to modernize the contact center platform at all of its contact centers if it was going to improve customer experience and promote employee engagement.
Our customer reviewed several contact center products and migration partners before choosing all-in-one Genesys Cloud CX and us as a specialized migration partner with rich utility industry experience. Voxai solutions helped many utility organizations of different sizes increase self‑service, empower agents, and deliver proactive experiences that boost customer satisfaction.
Speaking on this, Sunil Rudraraju, CEO of Voxai, said,
We are excited to partner with our customer for Genesys Cloud CX migration project, which reiterates our strong position in the utility industry. Our customer needed a more sophisticated system, like all-in-one Genesy Cloud CX, that could provide them insights into their customers, help them make good business decisions by linking data from internal and external systems, and drive employee productivity. Our goal was to serve our customer to serve their customers better.Sunil Rudraraju, CEO