Embracing digitalization by going beyond the phone

ACEA, the leader in the Italian water market, dramatically improved its user experience and service quality with the Genesys Cloud CX™ platform. As a customer-centric company focused on innovation, ACEA wanted to give users an alternative to the telephone. After creating several digital touchpoints, it introduced Waidy Point, a help desk that empowers all of its customers.

Combined

physical and digital contact points

Enhanced

agility

Enabled

customization

Broadened range

of solutions

Simplified

user experience

Developed

interactive digital touchpoints

Thanks to a creative vision, the company has generated an easy and fast form of dialogue that leads people to a gradual and assisted digitalization. The partnership with Genesys is an integral part of this process.

Ivan Vigolo

Group Chief Innovation & Information Officer

ACEA

A telephone alternative

To offer a simple, intuitive experience to its customers, ACEA collaborated with Genesys to develop an alternative to the traditional phone call. The idea was to generate an easy dialogue mode enclosed in a service that allows customers to gradually move toward digitization. This concept made it possible to develop a digital counter that’s accessible from smartphones, tablets and PCs.

With the ACEA migration to Genesys Cloud CX, Waidy Point was born. The “phygital” solution, which offers customers the same digital experience but in a dedicated, assisted and interactive physical environment, was designed specifically for users who aren’t familiar with digital tools.

“Thanks to a creative vision, the company has generated an easy and fast form of dialogue that leads people to a gradual and assisted digitalization,” said Ivan Vigolo, Group Chief Innovation & Information Officer at ACEA. “The partnership with Genesys is an integral part of this process.”

Creativity and innovation

ACEA has a creative vision that’s been strengthened by the Genesys Cloud CX platform. In the future, ACEA will realize the vast potential of Genesys to a greater extent — further improving its user experience and refining its methods of customer interaction.

“With Waidy Point, we have traced the initial path towards innovative digital modalities,” said Claudio Cosentino, President at ACEA ATO2 S.p.A. “We have new ideas that arise from a creative vision. Genesys has the same innovative vision as we do, so we are sure we have a perfect partner. Genesys Cloud CX is the ideal platform to be able to realize many other customer services.”

With Waidy Point, we have traced the initial path towards innovative digital modalities. We have new ideas that arise from a creative vision. Genesys has the same innovative vision as we do, so we are sure we have a perfect partner. Genesys Cloud CX is the ideal platform to be able to realize many other customer services.

Claudio Cosentino

President

ACEA ATO2 S.p.A.

At a glance

Customer: ACEA

Industry: Utilities

Location: Italy

Company size: 900 agents

Challenges

  • Implement telephone alternatives
  • Improve the user experience
  • Establish an emphatic relationship with customers

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