Nuon, part of Vattenfall, is an energy company which produces and delivers electricity, energy-related products, gas, heat and cooling. With 4.400 employees Nuon services around 2 million customers. Key target is to deliver cleanest possible energy in a reliable and affordable way.
As part of the daily operations within the contact center a daily health check is performed before opening hours. Any issues found during this check must be resolved before the contact center opens. To support these checks and to enables continuous health monitoring of the contact center, including voice driven IVR menu’s, BrightContact delivered and configured a solution based on Cyara Pulse.
Cyara Pulse enables Nuon to perform automated health checks on the environment. Not only a daily check, but 24/7. In case of detected issues automated alerts are send out, enabling the contact center support team to act immediately; often resolving a possible issue before it is even reported.
Cyara also provides comprehensive reporting on the Pulse checks performed, supporting Nuon in it’s internal reporting process. After successful rollout for Nuon, Cyara pulse will also be implemented for other Vattenfall contact center users in Sweden and Germany.