ENGIE Impact:
From Voice Chaos to Global Clarity
Consolidation provides cost reduction and streamlined processes
Solution Areas
Consolidation of Providers
Industry
Energy
Company Size
Mid-Size
Region
Global
80% Cost Reduction | 6 Systems Reduced to 1 | 1,300 Agents Migrated in One Day
80% Cost Reduction
6 Systems Reduced to 1
1,300 Agents Migrated in One Day
ENGIE Impact, a business unit of the multinational energy company ENGIE, operates across approximately 20 countries providing utility management and sustainability consulting services. With roughly $30 billion flowing through their platform annually, they serve major clients like FedEx and the NFL, helping them optimize energy consumption and implement sustainability programs.
The Challenge: When Voice Infrastructure
Becomes "An Exercise in Futility"
A help desk call comes in from an agent who can't make calls. Before IT can even begin troubleshooting, they need to answer four questions:
- Which country is the agent in?
- Which of the six phone systems are they using?
- Which carrier serves that location?
- Where is their configuration data stored?
This was the daily reality for ENGIE Impact's IT team managing a sprawling voice infrastructure that included:
6 Different Phone Systems
- The company was managing six different phone systems across regions, including a mix of UCaaS platforms, unified communications tools, and on-premises PBX setups, supported by numerous regional carriers.
Multiple Regional Carriers
- Separate providers for the US, the Philippines, Australia, and several throughout Europe
Complex Infrastructure Dependencies
- On-premise servers requiring data center technicians
- Hardware maintenance and power management
- Specialized expertise needed for each system
Operational Chaos
- 5x higher costs than current spending
- Inconsistent training across systems
- Limited global number coverage
- Complex troubleshooting processes
"Managing that was an exercise in futility. The first thing you had to do was figure out where somebody was, then try to figure out what system they were actually on, then figure out what carrier they were using, and then where was their information stored and how they were accessing the system—all before you could even get started."
— James Young, Senior IT Architect, ENGIE Impact
The Solution: From Six Systems to One Global Platform
Instead of continuing to manage a patchwork of providers and systems, ENGIE Impact made a bold decision: consolidate everything under one global cloud voice platform. But this wasn't just about switching vendors—it was about fundamentally reimagining how voice infrastructure should work.
The Vision: One browser. One login. One support number. 1,300 agents worldwide accessing the same system the same way.
True Global Coverage
- Phone numbers across all required countries—US, Philippines, Australia, South America, UK, and Europe
- Single provider handling regulatory compliance for every region
- No more "sorry, we don't serve that country" conversations
Radical Infrastructure Simplification
- Eliminated all on-premise hardware and servers
- No more data center dependencies or power management
- Browser-based access requiring zero special software
- Session border controllers became obsolete overnight
Unified Operations
- One support contact replacing multiple vendor relationships
- Single training program instead of six different processes
- Centralized call recording across all agents globally
- Comprehensive analytics previously impossible with fragmented systems
Planning for Success: A Comprehensive Migration
ENGIE Impact and AVOXI invested significant time in preparation to ensure a smooth transition:
- 90-day planning period with comprehensive preparation ensuring every detail was addressed
- Professional setup including pre-recorded wave files, tested queues, and configured systems
- Extensive training program with 30 different training classes covering agents, supervisors, and help desk staff
- One-day cutover with complete migration of all 1,300 agents overnight
"For the agents, it simplified things because every agent is accessing the system in the same way. They open up the Chrome browser, they log into AVOXI, and away they go."
— James Young, Senior IT Architect, ENGIE Impact
The Result
What used to require system-specific expertise, multiple support contacts, and complex troubleshooting became as simple as opening a web browser.
The Impact: Transformational Results
Cost Optimization
- 80% cost reduction: From spending "five times the amount" to current AVOXI pricing
- Infrastructure savings: Eliminated data center, hardware, and specialized maintenance costs
- Operational efficiency: Reduced time spent on system management and troubleshooting
Operational Excellence
Simplified Management
- Single support contact and ticket system
- One platform for all global operations
- Unified training program replacing multiple system-specific processes
Enhanced Visibility
- Comprehensive supervisor reports used weekly by management
- Real-time insights into call volumes, queue times, and agent performance
- Ability to identify and address issues proactively
Improved Quality
- Consistent call quality across all regions
- 98-99% of quality issues now traced to user equipment rather than system problems
- Faster issue resolution with centralized diagnostics
Scalability and Growth
- Seamless expansion: Easy addition of new countries and agents
- Remote workforce support: 60% of workforce operating from home with consistent experience
- Future-ready platform: Foundation for advanced features like Salesforce integration and customer data popups
Agent Experience Transformation
"For the agents, it simplified things because every agent is accessing the system in the same way," Young notes. "They open up the Chrome browser, they log into AVOXI, and away they go."
"For the agents, it simplified things because every agent is accessing the system in the same way. They open up the Chrome browser, they log into AVOXI, and away they go."
James Young
Senior IT Architect, ENGIE Impact
Building a Foundation for the Future
ENGIE Impact's transformation didn't just solve today's problems—it created a platform for tomorrow's opportunities. With their voice infrastructure chaos eliminated, they can now focus on strategic growth rather than operational firefighting.
The Strategic Win: From Reactive to Proactive
"The big thing that you guys have done for us is consolidation of services. We have one support number, one carrier for all of our phone numbers, and one system to work with. That used to be a lot more difficult."
— James Young, Senior IT Architect, ENGIE Impact
Ready to transform your global voice infrastructure? Contact AVOXI to discover how your organization can achieve similar results and build a foundation for scalable growth.
