Go BackSpain: Endesa, Spain's leading utility company, improves customer and agent satisfaction and significantly reduces expenses with eglue's customer interaction solution
eglue, a global software company that provides unique real-time customer interaction solutions to enterprises, and IZO System, a leading customer interaction management company announced that Endesa, Spain's leading utility, has deployed eglue InterActT Suite for its call center operations which support more than 11 million customers.
eglue InterAct Suite helped Endesa cut the number of errors made by call center employees, which resulted in an estimated 25 percent reduction in expenses. Additionally, the solution will reduce Average Hold Time (AHT) by five percent leading to improved customer satisfaction.
eglue InterAct Suite also improved agent relations for Endesa. The time required for initial training will be reduced by 30 percent. Call center employees were empowered with the necessary tools, which automatically provided them with the most up to date information and ensured that every interaction is completed without additional follow-up. This resulted in call center employees giving InterAct Suite a 100 percent employee satisfaction rating in a recent survey.
"The positive response from our agents was amazing," said Manuel Palomino of Endesa. "We consistently heard from the agents that InterAct Suite facilitates their work and significantly reduces the numbers of errors. Agents are able to simultaneously incorporate both business and operational objectives into each customer interaction. This also leads to significant bottom line results and happier customers."
eglue partnered with IZO System, the leading company in solutions implementation and measurement systems for improving the Customer Relations Services in Spain, Brazil, Mexico and Portugal. IZO System was the system integrator responsible for implementing this project.
"eglue InterAct Suite delivers extremely impressive productivity and efficiency improvements as well as expense reduction," said Juan Carlos Fouz of IZO System. "This joint solution demonstrated a strong proof of concept. We see great value for customers in Europe and Latin America, and look forward to our mutual continued success."
With this solution, Endesa intend to immediately meet its operational objectives, such as improving contact center efficiency, customer quality, and agent training while reducing expenses. Upon implementing InterAct Suite, Endesa created succinct and homogenous call criteria for all agents, providing security and confidence to complete each call in a timely, efficient manner.
"We are very proud to be working with a leading provider in Spain, as we continue to build our footprint globally," said Dror Pockard, CEO of eglue. "Our ability to provide unified criteria for each and every interaction that occurs is essential in maintaining a successful call center, a satisfied customer, and a customer-retaining business."
About eglue
eglue is a global provider of award-winning real-time customer interaction management software solutions for the enterprise. eglue makes it possible for companies to achieve the most efficient and optimal results during each and every customer interaction, by continuously adapting and responding to changing business circumstances in real-time, and by managing the inherent unpredictability of interacting with customers.
A privately-held company founded in 2001, eglue is headquartered in Hoboken, New Jersey, with offices in the United Kingdom, in Spain and in Israel. Recipient of the 2007 Product of the Year award from Customer Interaction Solutions Magazine, eglue caters to Fortune 500 companies worldwide and is backed by such leading international VCs and private investors as Giza, Evergreen, Cedar and Plenus Venture Lending. www.e-glue.com.
About IZO System
IZO System is a global customer experience consultancy firm that helps organizations to build strong and lasting relationships with their customers and employees by creating differentiated experience and transforming organizational processes. With 10 years of experience in the Spanish market IZO is the leader and pioneer in professional services and technologies to improve the customer experience in any touch point.
IZO System works with 12 companies of the Spanish Index (IBEX35) as well as emerging business in Spain, Portugal and Latin America. www.izo.es
Date - 25/06/2008
