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 digitisation. 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 digitalisation,” said Ivan Vigolo, Group Chief Innovation & Information Officer at ACEA. “The partnership with Genesys is an integral part of this process.”