customer stories
Italian green energy provider EGEA leverages Talkdesk to power up its contact center.
USE CASE
Sales
INDUSTRY
Utilities
INTEGRATION
Talkdesk for Salesforce (planned)
KEY METRIC
↑ Flexibility
↑ Productivity in securing new customers
Simplicity & ease of implementation
Partner
Comdata
Energizing the Customer Experience.
EGEA Group is a renewable energy management company, providing sustainable water, electric and natural gas services to residential and commercial customers throughout Italy.
Based in the northwestern city of Alba, EGEA staffs two call centers with approximately a dozen agents, who handle an average of 13,000 inbound and outbound calls per month.
"In our experience, Talkdesk has been a great improvement over our previous contact center platform. It was easy to implement and had all the features we were looking to empower our agents with, and our agents have become more productive in securing new customers."
CIO EGEA Group
EGEA Group was running on an on-premise system, which lacked the flexibility the contact center required when its agents were forced to work from their homes during the pandemic. The legacy platform also lacked the robust reporting features that executives needed to comply with Italian regulations.
EGEA Group was introduced to Talkdesk through its customer experience partner, Comdata Italia, which recommended Talkdesk Studio, Callbar, Dialer Live and Explore for their ease of use and integration with Salesforce.
Using Studio, Comdata and EGEA designed and configured the new call center workflow to improve agent productivity. To manage it all and measure contact center KPIs, the EGEA IT team leverages the Talkdesk Live real-time reports and has built customer reports using Talkdesk’s advanced business intelligence tool, Explore. These reports enable management to ensure compliance with Italian laws as well as measure company KPIs such as percentage of abandoned calls, average wait times and average wait times including time interacting with the system’s IVR.
