Edenor Enhances
31 Million Interactions with Avaya

Installation of switching and connecting overhead electrical lines
Empowering 31 million interactions: Edenor enhances customer experience with Avaya voice and digital channels.

Edenor, Argentina’s largest electricity distributor, serves over 3 million customers across 20 municipalities in Buenos Aires, impacting more than 9 million lives. With an annual influx of 5.5 million calls, 200,000 social media messages, 100,000 SMS, and more than 80,000 emails, 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 360-degree view of their interactions.

“Edenor's objective is to make more channels available to customers and convert the most frequent contact reasons to be resolved through self-service channels, and thus leave personalized contacts for the cases that do require it.” Diego Poggetti, Director of Information Technology and Telecommunications

In partnership with Avaya, Edenor revolutionized its customer service approach with Avaya's Experience Platform On-Prem. It provided a technological capacity of 384 voice agents and digital channels including 300+ IVR ports, 50 digital channel agents, 60 video agents, and integrated outbound campaigns.

Omnichannel customer interactions

Voice agent capacity

Increase in self-managed services

Man with headphones on typing on a laptop

Challenge

  • A holistic understanding of customer interactions across diverse channels with 360-degree vision to facilitate self-management and personalized assistance.
  • Consolidating multiple service channels onto a unified platform to incorporate new functionalities in an agile way and improve service quality
  • Better segmentation to reduce transfers or waiting time and lower the average time of operation

Value Created

  • A 19% increase in self-managed services thanks to faster conversion of the most frequent contact reasons.
  • Better segmentation of personalized cases that decreased average handle time for stronger agent efficiency.
  • The start to AI-led automation of personalized call campaigns and the application of speech and text analytics to improve service quality.

“Avaya allowed us to meet omnichannel requirements on a single platform that was rapidly scalable and highly available, which could contain all voice channels and digital channels in an integrated way both in the historical and online reports of all interactions.”

— Diego Poggetti

Director of Information Technology and Telecommunications

The solution: Flexible omnichannel capabilities.

Avaya's collaboration revolutionized the company's customer service approach through the implementation of the Avaya Experience Platform On-Prem. Edenor gained access to robust but flexible CX that supports various deployment models and requirements, alongside third-party integrations through APIs and SDKs and cloud-powered innovations that blend voice, digital, and AI-enabled interactions.

Friendly woman in call center service talking with costumers by headset.
The Avaya Experience Platform enabled operations to scale during peak periods and incorporated new channels to meet evolving customer preferences, all without disrupting ongoing business processes or availability. It also provided scalable voice and digital channels augmented by robust reporting capabilities for 384 voice agents and integrated outbound campaigns.
  • 384 voice agents and 300+ IVR ports efficiently handle customer calls.
  • 420 voice access channels and 50 digital channel agents manage diverse communications.
  • 60 video agents and 80 video customer service stations provide personalized assistance through visual interactions.

“For the customer, this integration represents a qualitative leap in their experience with Edenor. Avaya helped us improve segmentation, so that calls land the right operator without the need for transfers or additional waiting time; it also helped us lower the average handle time, and was a key contributor to the 19-percent point increase in self-managed services.”

— Hernán González, Modernization and Customer Experience Manager

Utility workers looking at an iPad

Looking to the future with AI.

As Edenor continues its journey toward enhancing customer service, the company is “working with Avaya to incorporate generative artificial intelligence into our bot and also to include greater automation in our digital channels.” This includes:

  • Automation of personalized call campaigns
  • Application of speech and text analytics to improve service quality
  • Incorporation of self-management in written channels and service channels like WhatsApp
  • Customer data analysis to provide highly tailored answers and solutions to customers’ needs

In sum, Avaya's innovation roadmap continues implementing AI and analytics to orchestrate exceptional Edenor customer journeys — harnessing data from interactions across multiple vendor touchpoints and applications and using it to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

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More about Edenor

About Edenor

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).

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