News Release

Power Distributor Optimizes Customer Service with Cisco Contact Center Solution in Brazil

Energisa Deploys Solutions Package to Converge Its Communication Channels; Cisco´s Technology Enables the Enterprise to Handle up to 447,000 Calls per Month
Jan 15, 2015

Sao Paulo, Brazil, January 15, 2015 – Energisa Group, a Brazilian energy distributor, optimized its customer services with Cisco® Unified Contact Center solution. The organization deployed a set of Cisco´s solutions to integrate its communications channels, unifying telephone, e-mail, real-time chat and social networks applications. The technology will improve Energisa´s service capacity, enabling it to deal up to 447,000 calls per month in its distribution units.

The customer service optimization meets Energisa´s structural demands and the distribution centers’ current needs. One of the indicators evaluated by the Brazilian Electric Energy Agency (ANEEL, Agência Nacional de Energia Elétrica) is the customer services provided by the power companies. In addition, Energisa has realized the need to update its contact center after its infrastructure expansion with the acquisition of the Brazilian group Rede. Today Energisa serves over 15 million people.

Cisco Customer Collaboration architecture, including Cisco Unified Contact Center Enterprise, was utilized to provide intelligent contact routing, call treatment, and network-to-desktop computer telephony integration (CTI). The solution also integrates Outbound Dialer functions and Internet applications such as social media, e-mail and real-time chat consolidated in an all-in-one platform, thin-client collaborative desktops for agents and supervisors, and rapid deployment in distributed locations.

Energisa has installed 286 service positions in its companies around the country: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco technology also has brought essential channels convergence to the organization, enabling it to expand its service reach.

"The importance of customer service is growing along with consumers and market demands, requiring more convergent technologies," said Marcus Luz, Director, Enterprise at Cisco Brazil. In addition to meeting the usual requirements, the executive highlights the opportunity to improve customers´ arrangements and loyalty through offering integrating solutions and all-round visibility. "A single contact center platform integrating social media, e-mail and real-time chat applications enables better planning and personalized customer service in many levels," added Luz.

Wittel Solutions, one of Cisco´s integrators, was responsible for the design and deployment of the project. According to Marcelo Penteado, Wittel, Solutions Director, the project aimed to optimize investments in technologies and more effective and measurable operating results, thanks to the control tools of the Cisco solution.

Aiming to forward customers’ calls directly to the most appropriate resources, meeting their specific needs, Cisco Unified Customer Voice Portal was also implemented in the infrastructure, combining self-service and contact center through real-time query and service status intelligent applications. Reducing transfers to another agent to almost zero, the system increased the company´s customer satisfaction and contributed to the improvement of operational efficiency.

About Energisa Group

Energisa Group is one of the largest power distributers in Brazil, with a footprint of 109 years. The company operates 13 distributor centers in the states of Minas Gerais (Energisa Minas Gerais and Bragantina), Paraíba (Energisa Paraíba and Energisa Borborema), Rio de Janeiro (Energisa Nova Friburgo), Sergipe (Energisa Sergipe), Mato Grosso (CEMAT), Mato Grosso do Sul (Enersul), Tocantins (Celtins), Sao Paulo (Caiuá, Vale Paranapanema and Nacional) and Parana (Power and Light West).

With approximately 6 million customers, it serves over 15 million people in 788 municipalities located in all regions of Brazil. With annual net sales of R$ 8.9 billion, the group has provided about 10,000 direct jobs.

With the mission to transform energy in comfort, development and opportunities, in a sustainable, responsible and ethical manner, Energisa operates a diverse portfolio including power distribution and generation (Energisa Generation) services (Energisa Solutions), and energy trading (Energisa Comercializadora).

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