New omnichannel contact solution for Alinta Energy

Australian-based energy generator and retailer Alinta Energy has partnered with Datacom to deliver a new cloud-driven, omnichannel contact centre solution. The solution will allow Alinta Energy to better serve its customers and provide real-time support across a range of channels.

Datacom will help the Alinta Energy team to roll out Genesys Cloud CX, an omnichannel ‘contact centre as a service’ solution that brings voice and text communications together in a single interface.

“With a move to renewable energy our industry is transforming rapidly, and we want to make sure that our customers can interact with us through a channel that suits them,” said Alinta Energy General Manager Customer Engagement Cindy Vandecasteele.

“Whether that’s through a website chat or app, via email, on the phone or social media. We want to be there for our customers when they need us on the channel that’s right for them.”

Implementing the new Genesys Cloud platform builds on Alinta Energy’s investment in establishing strong, local contact centre teams, which has seen the company establish a contact centre in Morwell and bring 250 jobs onshore.

Datacom’s Managing Director, Stacey Tomasoni, said with this project the team will help Alinta Energy forge ahead as industry leaders where they can truly differentiate through experience.

“We’re thrilled to be partnering with Alinta Energy over the next two years. Genesys Cloud is a powerful platform that enables us to solve a diverse range of rapidly evolving problems, exceeding customer expectations. We are equally excited about the possibilities we have mapped out together that will enhance support for the Alinta Energy team in their continuous pursuit of exceptional experiences.

“Our Innovation Accelerator Program will drive us towards achieving a series of milestones in an agile and iterative way. Starting with the ‘go live’ of the first stage in September 2023, we will work at pace to consistently deliver value to Alinta Energy’s valued customers and employees.”

Image credit: iStock.com/atakan