Spitch, an international company specialised in communication automation solutions, announces that its Speech Analytics platform has been adopted by ENGIE, a global utility player in low CO2 energy emissions, for the automation of customer communications processing, or "Voice of the Customer". Through these processes, the preferences and experiences of ENGIE customers are collected and shared within the company, with the aim of ensuring a high-level customer experience and constant improvement of the value provided to and perceived by the consumer.
Thanks to its low code/no code solutions, Spitch has accompanied ENGIE towards its goal of ensuring service excellence, giving the company full control of the Speech Analytics processes, thus allowing it to improve its customer care.
In particular, one of the main advantages of the solution provided by Spitch is the guarantee of full compliance with internal data privacy regulations, while maintaining autonomy in the configuration management. Furthermore, the customized transcription model proposed by Spitch allows to ensure greater accuracy, enabling the extrapolation of "not anticipated or expected" data and offering an innovative approach in the extraction of new effective and valuable data (not exclusively based on the CRM classification). Spitch also allows ENGIE to gain insights on the subsequent activities to be undertaken to maximize the results of the analysis carried out through the Speech Analytics solution; it offers the possibility of reusing the value delivered by the platform and of the data analysed for cross-department activities and purposes. All this having available a Pre-Production environment for the preliminary testing of new configurations without impacting the actual production environment, as well as offering continuous consultancy on the possible use of the analysed data.
"We are really proud to collaborate with a company like ENGIE, which has always been at the forefront of innovation and a leader in the utility market, accompanying it in this process, aimed at offering an even superior experience to the end user. Our voice technology solutions offer great opportunities for improving customer care, in the most varied sectors, including energy and utilities,” comments Piergiorgio Vittori, CEO of Spitch Italy and VP International Business Development of Spitch.