EDF Energy is to use a Contact-Center-as-a-Service (CCaaS) offering from Odigo, Capgemini’s cloud contact centre solutions brand.
The project is part of a customer experience transformation initiative being undertaken by EDF Energy to optimise the service it delivers to its 3 million customers.
Odigo will replace the existing on-premise contact centre platform with a cloud-native solution, enabling the energy supplier to deliver a quicker, simpler and more effective service to customers, have greater autonomy over the ongoing maintenance of the solution, and access to a full suite of features for future innovation.
As part of the multi-year deal, the Odigo CCaaS system will deliver a range of services, including routing inbound/outbound interactions, real-time monitoring, workforce optimisation and secure card payments.
The contract is already underway and is expected to run until October 2022.
Niels Roberts, Digital, Automation and Process Excellence Director, at EDF Energy, said: “Not only does Odigo have the tools and functionalities to help us deliver a great experience for our customers, but it also offers a flexible, cloud-based commercial model to allow us to continually adapt to our customers’ needs. We are excited to work with Odigo over the coming years as part of our customer experience transformation journey.”
Erwan Le Duff, Managing Director of Odigo, said:“Building on Capgemini’s long-standing relationship in the UK, we are delighted for Odigo now to be implemented at EDF Energy; together we will transform its contact centre telephony and support the realisation of its customer experience vision. In an age of instantaneous digital communication, effective customer touchpoints are critical to the success of an organisation – we believe Odigo’s CCaaS offering will give EDF Energy the tools to build strong customer relationships, both now and in the future.”