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Luminus is the second-largest utilities supplier in Belgium and is part of the EDF group. It is a major renewable electricity producer in its own right and supplies electricity, gas and energy services to approximately 2 million individual and corporate customers. Luminus has a commercial market share of around 24%.
client interactions per year
of commercial market share
Luminus handles close to 10 million interactions with customers per year, and the numbers keep growing. As such, the company was on the lookout for a flexible and scalable solution that wouldn’t compromise on quality for the sake of quantity. One of the key prerequisites was optimal integration of the Salesforce CRM suite with their contact centre platform. The new solution also had to be omnichannel and help support customers in a personalised and proactive way, including efficient routing to over 800 agents.
Odigo delivers a bespoke omnichannel contact centre solution which seamlessly integrates with the Salesforce platform. For Luminus, Salesforce is the centrepiece of its customer care effort. Odigo™ is used not only by the contact centre but by several other divisions within Luminus as well.
The Luminus team sees a lot of value in added capabilities that were previously not available. These include workforce optimisation solutions that are intuitive, making tracking and monitoring of agent performance an easier process. WebRTC softphone and voice recording solutions are just a couple of examples of Odigo features that have been particularly appreciated.
The new Odigo™ solution is integrated with Luminus’ existing CRM system, Salesforce. It provides Luminus with the necessary flexibility in adding users and functionalities, and also in the management of the platform to react faster to rapidly changing demands.
The platform enables Luminus’ non-IT staff to make adjustments or changes that maximise the usefulness of the solution for agents and customers alike.
Luminus was looking to optimise the customer as well as the agent experience. Odigo’s solution makes work easier and more manageable for agents by consolidating the entirecustomer journey into a single interface and blending tasks being pushed to agents over various channels.
During a survey Luminus ran at the end of 2021, all 800+ agents were asked their input on how the new solution could optimise their work. Luminus incorporated this feedback into the implementation of the Odigo solution.
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It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
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