Enel is the largest Energy & Utilities company in Italy and the second largest power company in the world. With over 74 million clients, Enel is known for its innovation in smart technology in cities around the globe.
Enel highlighted customer loyalty and proactive sales as essential parts of its corporate strategy. This brought contact centers to the fore as key drivers of these metrics.
Enel set out to redesign the contact center model by embracing new products, enhancing agent training, and upgrading to cutting edge control room systems. Most recently the company adopted a cloud-first approach, migrating its global infrastructure to Amazon Web Services (AWS).
Furthering its commitment to innovation, Enel engaged Afiniti to intelligently route calls using AI and machine learning. Afiniti Enterprise Behavioral Pairing predicts subtle patterns of interpersonal behavior, optimizing the pairing between customers and call center agents.
Unlike traditional SaaS models, Afiniti delivers precisely measurable results and shares value of the incremental impact on performance. As a result, Enel had no up-front investment or commercial risk in piloting the solution.