Case Study: e-regio
Enhances service and AI readiness with CXone Mpower
e-regio adopted CXone Mpower to streamline service operations, boost agent performance, reduce costs, and prepare for future AI integration.View storyCUSTOMER PROFILE
ABOUT
e-regio is an energy services provider that offers sustainable solutions in electricity, gas, and water across 19 municipalities in Germany.
INDUSTRY
Utilities
WEBSITE
LOCATION
Euskirchen, Germany
AGENTS
130
CHALLENGE
e-regio is a green energy provider that offers solutions in electricity, gas, and water for customers across 19 municipalities in Germany. Historically, e-regio’s contact center operated without a modern CCaaS solution, instead relying on spreadsheets, handwritten notes, and physical mailers for both internal and external tracking and communication. In an industry where a crisis can grow quickly if service levels are not up to par, the utility company sought a more organized way to manage their schedules, workflows, and customer experience.“Having better control of our business is one of the biggest benefits of CXone Mpower. We were able to completely turn around our business by using the features of CXone Mpower to its full extent in a timeline that other companies still need for internal discussion.”
DIGITAL TRANSFORMATION CONSULTANTE-REGIO
