From design to go-live, the IBM Consulting \u2013 E.ON team completed the project within one year. This fast-time-to-value helped the company reduce costs by adopting more efficient \u201cpay as you grow\u201d SaaS licensing. In daily use, the system benefits all stakeholders.<\/p>\n
Feedback from agents, such as \u201cit\u2019s very easy to use\u201d and \u201cthe buzz on the floor is really positive,\u201d underscores the go-live success. Customers enjoy a more personalized experience, as AI voice analysis sends them to the right agent while bypassing tedious \u201cpress 1 for sales \u2026\u201d instructions. Plus, the system reduces wait times and improves first-time issue resolution.<\/p>\n
Managers, too, appreciate AI-powered features. After the system converts speech calls to text, sentiment analysis scores customer satisfaction with the engagement.<\/p>\n
In the bigger picture, the platform\u2019s stability, scalability and flexibility meet E.ON\u2019s need for technology that can adapt to the dynamic green energy market. \u201cWe\u2019re very comfortable that this solution is fit for the future,\u201d says digital transformation leader Suky Dulay. \u201cWe believe it provides us with a material competitive advantage to efficiently handle customer inquiries and issues, leading to higher customer satisfaction and retention rates .\u201d<\/p>\n
CIO Fiona Humphreys sums up the project this way: \u201cIt was important that we deliver the contact center program in line with plan, as it is an essential enabler in our overall UK strategy. The IBM team excelled at doing so, which will help us better serve our customers.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"From design to go-live, the IBM Consulting \u2013 E.ON team completed the project within one year. This fast-time-to-value…\n","protected":false},"author":2,"featured_media":24626,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21068],"tags":[25898,21104,21103],"class_list":["post-24625","post","type-post","status-publish","format-standard","has-post-thumbnail","category-e-on","tag-consulting","tag-e-on","tag-e-on-se"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/posts\/24625","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/comments?post=24625"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/posts\/24625\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/media\/24626"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/media?parent=24625"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/categories?post=24625"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/germany\/wp-json\/wp\/v2\/tags?post=24625"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}