AES Eletropaulo, a major power distributor in Brazil, has deployed NICE Real-Time Process Optimization in its contact center to improve operational efficiency, lower the number of repeat calls, and reduce average processing time. In partnership with Belltech, NICE implemented the solution at AES Eletropaulo's two contact centers, which employs 1,200 agents handling an average of 1 million interactions per month.
By using NICE Real-Time Process Optimization, AES Eletropaulo has achieved a fast ROI within just 10 months of deployment as evidenced by impressive results such as:
- A decrease in overall average handle time by 30 seconds per call
- Process improvements in handling billing inquiries which lowered handle time by 2 minutes and 45 seconds
- An increase in first call resolution
- A reduction in the amount of training time necessary for new agents
Using NICE Real-Time Process Optimization, AES Eletropaulo developed automated processes and provided agent guidance to reduce average handle time, errors and repeat calls. Consequently, agents are using their time more effectively, freeing them up to expand their responsibilities to better service their customers. The NICE solution seamlessly integrates with agent desktop applications and provides agent guidance based on call context. For example, if a customer calls about a billing inquiry, the solution will generate a pop-up message in real time during the conversation to quickly guide the agent with the correct response.
The success of the NICE Real-Time Process Optimization implementation has led AES Eletropaulo to plan the deployment in the near future of the NICE Real-Time Activity Monitoring solution. They intend to use it in their back office to capture and analyze employee desktop activity for visibility into process inefficiencies and employee best practices.
