Industry case study: energy and utilities, Australia and New Zealand
ENGIE Australia & New Zealand Improves NPS by 75% and Cuts Manual Effort by 40% Through CX Platform Modernisation
ENGIE Australia & New Zealand improved customer operations by reducing manual effort, improving service consistency, and strengthening visibility across a multi-geography contact centre model that included offshore delivery.
AI-enabled platform across a multi-country contact centre model
- Improvement in Net Promoter Score
- 75%
- Reduction in manual effort
- 40%
- Countries in the delivery model
- 5
ENGIE Australia & New Zealand cut manual effort by 40% and improved its Net Promoter Score by 75% by modernising the platform behind a contact centre model already spread across partners in Australia, the Philippines, Fiji and India.
ENGIE operates in the utilities sector, where customer service sits close to billing, account management, trust and retention. It serves roughly 690,540 retail customers.
The ENGIE contact centre wasn't a new function. It already relied on third-party-operated call centres across four countries, with digital and data support from India, Vietnam and the Philippines. The goal was to make that existing model work better.
The challenge: manual work and fragmented visibility
In utilities, customers contact support about billing, accounts, service issues, pricing and follow-up actions promised in earlier calls. In a price-sensitive market, small service failures carry a bigger commercial cost. At ENGIE, three sources of friction were holding service back:
- Post-call summaries and wrap-up coding took too long and produced inconsistent data
- Quality teams had to manually find and verify promises made to customers, such as callbacks or pricing actions
- Workforce management was split across three partner organisations using separate systems
That made forecasting, scheduling and staffing visibility harder to manage, and manual quality checking difficult to scale.
The solution: platform modernisation on top of a distributed model
ENGIE migrated to Genesys Cloud and implemented AI-enabled capabilities, including Agent Copilot, Supervisor Copilot, Virtual Supervisor, workforce management, predictive engagement, quality management, and speech and text analytics.
What the platform automated
- Interaction summaries, reducing manual note-taking
- Recommended wrap-up codes for faster, more consistent after-call work
- Detecting, categorising and verifying customer promises
- Workforce management across partner organisations in one platform
Where people refocused
- Agents on the customer conversation itself
- Quality teams on coaching and development
- Supervisors on forecasting, scheduling and coverage decisions
Improving the model rather than replacing it
Offshore and third-party delivery were already part of how ENGIE operated. The Genesys implementation improved how that distributed model functioned, instead of replacing it.
The results: less manual effort, better customer experience
| Measure | Result |
|---|---|
| Manual effort | 40% reduction |
| Net Promoter Score | 75% improvement |
| Summaries and audit records | More consistent |
| Forecasting, scheduling and staffing | Better visibility across sites |
Agents spent less time on repetitive admin. Quality teams had better tools to monitor service commitments, and supervisors could plan the workforce across the whole operation. Together, that supported a more consistent customer journey across multiple locations and partner teams.
Is offshore contact centre support right for your energy business?
ENGIE's experience shows that in utilities, service often breaks down in the operational details: after-call work, promise tracking and coordination across partners. Offshore support tends to work best when:
- After-call work and follow-ups take up a large share of agent time
- Service is delivered across several partners or locations
- You need consistent quality checking and workforce planning across sites
Read more about offshore quality assurance and training specialists and offshore teams for energy and utilities operations.
This case study is based on publicly available information about ENGIE Australia & New Zealand's contact centre and platform implementation.
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