Essent NV, the largest energy supplier in the Netherlands, has completed a major transformation of its contact center infrastructure. Technology costs decreased by 50%, no critical incidents occurred after the migration, and employee satisfaction increased by 36%.

 

This is according to system integrator Sabio Group, which managed to complete the migration within twelve weeks. The project involved an operation with more than 1.000 agents spread across two locations.

The solution that was replaced (Avaya, ed.) saddled the energy supplier with various problems, such as a lack of supplier support, high costs for specialized maintenance, and the absence of AI capabilities. Agents had to operate multiple disconnected screens simultaneously.

Sabio executed a phased migration strategy for Essent, starting with Essent's SME segment to validate technical readiness, before scaling up to the full enterprise operation.

Following the migration (to Genesys), technology costs for Essent have been halved. The agent workplace NPS rose from +19 to +26, an improvement of 36%. And since going live, no critical incidents have been recorded. Sabio's approach went beyond a conventional implementation. Technical consultants were deployed at Essent's headquarters in 's-Hertogenbosch, worked directly within the agile sprint teams, and coordinated complex alignment between telecom carriers, the E.ON group network, and CRM integrations. The result is a unified agent workspace — voice, chat, and customer data merged into a single screen — that has fundamentally changed the daily work experience of frontline employees.

Now that the stable cloud infrastructure is firmly in place, Essent is focusing on opportunities that were unfeasible in the old environment: AI-driven call summaries, agentic self-service for customers, and next-generation workforce optimization.

(Sabio, Ziptone)

Technology Wise