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Insights
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
— Diego Poggetti
Director of Information Technology and Telecommunications
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.
— Hernán González, Modernization and Customer Experience Manager
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:
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.
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).