T&D World Magazine

EDF Energy to Deploy Actionable Intelligence for Customer Service

EDF Energy, one of Europe's leading energy suppliers, has selected and is deploying Verint's ULTRA solution to enhance the customer service it provides across its six contact centers in the UK.

EDF Energy is responsible for the generation, supply and distribution of electricity and gas to over 7.8 million homes and businesses throughout the UK. ULTRA will be used to enhance customer service and improve customer retention across the company's six contact center locations staffed by 2500 agents.

"Verint's ULTRA solution is a vital part of our strategy to provide our customers a first-class service and customer experience and to provide a key differentiator in our market. ULTRA's actionable intelligence helps us identify areas where agents require additional coaching and training, so that they can offer the best possible customer service," said Matt Smith, IT and telecommunications contact center support operations manager, EDF Energy.

Verint's ULTRA solution and Analytics suite drive total quality by enabling organizations of all sizes to cost-effectively capture all customer interactions and extract actionable intelligence from telephone, voice-over-IP, email or chat. Easy access to all customer data through ULTRA's web-based desktop portal enables enterprises to use what they learn from customer contacts to optimize their processes, increase productivity, comply with risk management requirements and improve service to their customers.

"EDF Energy joins a growing list of utility providers who recognize that actionable intelligence is a key factor in delivering competitive, differentiated customer service," said Dan Bodner, CEO and president of Verint Systems. "Understanding the root cause of customer and performance issues can provide EDF with valuable insight into the effectiveness of their customer operations."

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