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Insights
With the rapidly expanding use of electrical and electronic products globally, and the resulting growth in e-waste, more and more jurisdictions are enacting WEEE regulations. Avaya closely monitors such developing WEEE legislation and complies with applicable regulations. We also join approved compliance organizations to ensure our collection and recycling obligations are met.
Edenor, Argentina's largest energy distributor, serves over 3 million customers in Buenos Aires, impacting more than 9 million lives. With an annual influx of 5.5 million calls, 200,000 social media messages, and 100,000 SMS, the demand for round-the-clock support is critical. Facing the challenge of evolving its call center into an omnichannel contact center, Edenor sought to provide customers with a holistic view of their interactions.
In partnership with Avaya, Edenor revolutionized its customer service approach with Avaya's Contact Center solution, successfully managing over 5 million interactions annually across multiple communication channels. With a focus on unifying service channels and integrating new functionalities, Edenor elevated service quality and improved the overall customer experience.
Digital customer interactions
Customer service agent capacity
Increase in self-managed services
— Oscar Kovalow,
Telecommunications Manager
Avaya's platform also provided scalable voice and digital channels, augmented by robust reporting capabilities. The technological capacity supports 320 voice agents and digital channels, seamlessly integrated into outbound campaigns across multiple channels. Edenor benefited from enhanced segmentation, reduced waiting times, and elevated service quality through synchronized interactions across channels.
Hernán González, Chief Innovation Officer
As Edenor continues its journey toward enhancing customer service, the company places a strong emphasis on self-management, personalized service, and automation of procedures and consultations regardless of location. By empowering customers to take greater control over their interactions, Edenor envisions a future where seamless communication channels foster stronger relationships.
In this forward-looking approach, Edenor remains steadfast in its commitment to leveraging Avaya's cutting-edge technology. The integration of artificial intelligence (AI) and the expansion of automation in digital channels represent pivotal steps toward greater efficiency in customer interactions.
With Avaya's technology at its core, Edenor leads the way in delivering innovative solutions that redefine customer service standards in the energy sector. As the company continues to adapt to changing customer needs, its partnership with Avaya remains instrumental in driving sustainable growth and success.
Edenor is the largest power distributor in Argentina in terms of customer amount and power sold. Its concession area comprises 20 municipalities in the northwest of Greater Buenos Aires and the northwest area of the Autonomous City of Buenos Aires, which represents an area of 4,637 square kilometers and a population of approximately 9 million people. It serves more than 3 million customers through Edenordigital, the Call Center, its Facebook profile and 25 commercial offices distributed throughout the concession area. In addition, it provides answers to queries made via web through its chatbot system and by SMS. It is listed on the Buenos Aires Stock Market and as of April 24, 2007 on the New York Stock Exchange (NYSE).