www.NICEinContact.com About the Client This fast-growing energy company has an important mission: support energy transition by investing massively in renewable energy sources. The company has a broad presence across Europe, and with over 20,000 employees, it is one of Europe’s largest producers and retailers of electricity and heat. The Challenge Recently, the company expanded into the competitive French consumer market with the goal of helping to reduce users’ dependency on fossil fuels. Its 23 advi- sors handle 100,000 contacts annually using phone, email and chat. To launch its new French operation, the company engaged Webhelp, a global leader in business process outsourcing and a NICE CXone partner, to act as a managed service provider and deliver a scalable, omnichannel contact

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