Embracing digitalisation by going beyond the phone

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, 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.”

Creativity and innovation

ACEA has a creative vision that’s been strengthened by the Genesys Cloud platform. In the future, ACEA will realise the vast potential of Genesys to a greater extent — further improving its user experience and refining its methods of customer interaction.

“With Waidy Point, we have traced the initial path towards innovative digital modalities,” said Claudio Cosentino, President at ACEA ATO2 S.p.A. “We have new ideas that arise from a creative vision. Genesys has the same innovative vision as we do, so we are sure we have a perfect partner. Genesys Cloud is the ideal platform to be able to realise many other customer services.”