14-07-2016

The solution designed by Almawave and CEFRIEL has won the Innovation Trophee awarded by ENGIE, a global energy transition player

The Speech Analytics solution designed by Almawave and CEFRIEL has won the Innovation Trophee awarded by ENGIE, a global energy transition player

Rome, 14 July 2016 – The Speech Analytics project based on the Iride Voice technology developed by Almawave, AlmavivA Group’s technology innovation company, and customized in partnership with CEFRIEL, Digital Innovation & Design Shop, according to the specific requirements of ENGIE Italia’s Contact Center, has been awarded the ENGIE Innovation Trophee for the "Commercial and Customer Relations" category.

The prize was awarded during an event attended by 2,500 persons from 62 countries, showcasing 580 innovative energy projects, featuring practical solutions for clients: the first prize was awarded to the ENGIE Italia project based on Almawave’s Iride Voice technology.

The application of Almawave’s new voice recognition and natural language interpretation technologies allows the transcription and comprehension – thanks to a semantic engine – of the “customer’s voice”, managing the data and performing aggregate and multivariate analyses on all the contact center calls. Iride Voice introduces a new frontier of Customer Experience Management, offering the possibility of guiding and improving the operational management performance, increasing customer satisfaction and offering new services or content.

The Speech Analytics platform has been tailored to the specific needs of ENGIE Italia’s Contact Centre by exploiting the distinctive multidisciplinary competences of CEFRIEL, its longstanding experience in managing complex innovation projects and its support to the IT&Digital function of ENGIE Italia. In particular, CEFRIEL has helped identify the business requirements and matched them with the platform’s analysis capabilities, also defining the reporting features providing concrete and effective support to all the business operations.

“We are honored as a Group to receive this international award – said Monica Iacono, B2C Director at ENGIE Italia – ENGIE Italia is Italy’s number one energy services operator, also ranking fourth and sixth for gas and electricity supplies, respectively. For us, digital innovation and quality of service are key priorities. This is why we have implemented Speech Analytics, a cutting-edge solution that enables us to improve how we respond to our clients’ needs, optimising our Customer Care management and the services we provide to our million strong customer base”.

“Our goal is to provide sophisticated Customer Care survey, analysis and knowledge tools, for operational quality management and ongoing service improvement: we are very proud that ENGIE Italia has been able to excel thanks to this proprietary semantic platform” said Valeria Sandei, CEO of Almawave. “This Speech Analytics project regards our strategic customer interaction management function, for supporting customers in business operations and contract management, offering information and technical assistance in real time”.

“CEFRIEL has enthusiastically embraced the development of this Speech Analytics project, thanks to which ENGIE Italia has been rewarded, at group level, for the adopted innovation” was the comment by Alfonso Fuggetta, CEO of CEFRIEL. “The relationship between research and innovation, businesses and ICT providers has made it possible to accelerate the processes of digital and organizational transformation”.