Success Story
< Back to the casesSince 2015, ENGIE has been betting on the DialOnce solution. Their need? To prioritize incoming calls that require an immediate response, such as moving house, subscriptions, work, etc.
As for other requests, they are directed towards simple, autonomous digital paths.
ENGIE has deployed the omnichannel orchestration platform DialOnce to redirect incoming calls from its IVR system to digital channels (website, mobile app, emails, etc). Tailored customer journeys were offered from every touchpoint, benefiting several entities within the group (Gaz Tarif Réglementé, GRDF, etc).
Learn more about DialOnce's omnichannel bot and its applications in customer relations and the energy sector.
"Our objective was to digitalize our customer relations and increasingly push self-care towards the website, to make the customer autonomous. Thanks to the DialOnce solution, we were able to quickly adapt our contact paths!"
Charles Cauche
Product Manager