We helped unify the contact centres of ZSEE and VSE
Radoslava Krajčová, Manager of the VSE Call Centre
Background
The goal of the project implemented for the Slovak distribution system operators ZSE Energia (ZSEE) and Východoslovenská energetika (VSE) was to consolidate their contact centre environments. Before the project, ZSEE used the services of an external contact centre provider, while VSE used the technologically advanced Cisco Packaged Contact Centre platform. Following a presentation of the platform’s capabilities and features, both companies agreed to expand the existing Cisco contact centre to include ZSEE.
Project implementation process
The project included an assessment of the current state, designing a solution based on discussions with the client, backend logic customisation, creation of API calls, and infrastructure preparation. In addition to that, the scope of the project included routing of inbound and outbound calls with callback options, call and screen recording, a new Finesse agent desktop for operators, and the deployment of the voicebot Emma, delivered by a subcontractor.
The migration of the contact centres resulted in the full integration and unified use of Cisco’s technology. VSE expanded its services at its Košice contact centre and is now also providing customer support for ZSEE lines. The project was implemented in two phases: first, a live launch of the contact centre with support from the external provider, followed by a full transition to customer support provided by agents from ZSEE and VSE.
Results and benefits
a single central system for managing customer support
improved work efficiency for approximately 120 agents across two locations
real-time reporting of operational data
daily data evaluation
Customer Profile
ZSE Energia, a.s. is a subsidiary of Západoslovenská energetika, a.s. (ZSE) the core business of which is the sale of electricity and gas and provision of related services. While it primarily operates in western Slovakia, it also serves customers beyond this region. Its goal is long-term customer satisfaction through reliable energy supply and high-quality customer service.
Východoslovenská energetika, a.s. is part of the Západoslovenská energetika (ZSE) group. It provides comprehensive electricity and gas supply services in eastern Slovakia. VSE is committed to delivering reliable, high-quality, and customer-focused services. Through its activities, the company supports energy security and customer satisfaction.
Technologies used
Cisco Packaged Contact Centre, Voicebot by Born Digital, ReDat by Retia