{"id":1004609,"date":"2022-08-04T07:54:49","date_gmt":"2022-08-04T07:54:49","guid":{"rendered":"https:\/\/www.odigo.com\/es-es\/?post_type=success-story&#038;p=9719"},"modified":"2026-03-25T01:02:49","modified_gmt":"2026-03-25T00:02:49","slug":"luminus","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/es\/success-story\/luminus\/","title":{"rendered":"Luminus"},"content":{"rendered":"    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h1 class=\"wp-block-heading\" id=\"block-85273fe5-408e-4381-84f3-b90a4edfa461\"><strong>Luminus refuerza su contact center con una nueva capacidad omnicanal&nbsp;<\/strong><\/h1>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-embed is-provider-youtube wp-block-embed-youtube\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"#luminus energizes its contact center with new omnichannel capacity\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/zjKr76-QjZI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe> \n<\/div><\/figure>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h2 class=\"wp-block-heading\" id=\"h-overview\">El contexto<\/h2>\n\n\n\n<p>Luminus es el segundo mayor proveedor de servicios en B\u00e9lgica y forma parte del grupo EDF. Es, por derecho propio, un importante productor de electricidad renovable y suministra electricidad, gas y energ\u00eda a aproximadamente 2 millones de clientes particulares y corporativos. Luminus goza de una cuota de mercado comercial de alrededor del 24&nbsp;%.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-metrics\">Las m\u00e9tricas claves<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<section class=\"section\" class=\"wp-block-odigo-blocks-two-col-transparent-boxes\"><div class=\"\"><div class=\"row\"><div class=\"col-12\"><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>10 miliones <\/h3><p>de interacciones con clientes por a\u00f1o<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>24% <\/h3><p>de cuota de mercado comercial<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h2 class=\"wp-block-heading\">El reto<\/h2>\n\n\n\n<p>Luminus gestiona cerca de 10 millones de interacciones con clientes por a\u00f1o, y los n\u00fameros siguen creciendo. Por eso la empresa ha buscado una soluci\u00f3n flexible y progresiva, que no comprometa la calidad en favor de la cantidad. Uno de los principales requisitos previos fue la integraci\u00f3n \u00f3ptima de la suite CRM de Salesforce en su plataforma de contact center. La nueva soluci\u00f3n tambi\u00e9n ten\u00eda que ser omnicanal y ofrecer soporte a los clientes de forma personalizada y proactiva, incluyendo enrutamiento eficiente a m\u00e1s de 800 agentes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La soluci\u00f3n<\/h2>\n\n\n\n<p>Odigo ofrece una soluci\u00f3n de contact center omnicanal a medida que se integra a la perfecci\u00f3n en la plataforma de Salesforce. Para Luminus, Salesforce constituye la pieza angular en su tareas de atenci\u00f3n al cliente. A Odigo\u2122 no solo solo recurre el contact center, tambi\u00e9n lo hacen otras divisiones de Luminus.<\/p>\n\n\n\n<p>El equipo de Luminus aprecia el gran valor de las capacidades adicionales que antes no estaban disponibles, entre las que incluyen soluciones de optimizaci\u00f3n de la fuerza de trabajo que son intuitivas, lo que convierte el seguimiento y la supervisi\u00f3n de la actividad de los agentes en procesos m\u00e1s f\u00e1ciles. Las soluciones de softphone WebRTC y de grabaci\u00f3n de voz son solo algunos ejemplos de prestaciones de Odigo que son especialmente valoradas.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Beneficios<\/strong><\/h2>\n\n\n\n<p><\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<section class=\"section section--grid-images undefined\" class=\"wp-block-odigo-blocks-three-col-grid-with-image\"><div class=\"container\"><div class=\"row\"><div><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2022\/07\/2022-01-26_Icons_RGB-28.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Plataforma de contact center progresiva<\/strong><\/span><p>La nueva soluci\u00f3n de Odigo\u2122 se integra en el actual sistema CRM de Luminus, Salesforce, y aporta a Luminus la flexibilidad necesaria para agregar usuarios y funcionalidades, y tambi\u00e9n para la gesti\u00f3n de la plataforma, facilitando una reacci\u00f3n m\u00e1s r\u00e1pida a unas exigencias en constante cambio.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2022\/07\/2022-01-26_Icons_RGB-58.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>M\u00e1s recursos para usuarios no t\u00e9cnicos<\/strong><\/span><p>La plataforma permite al personal que no pertenece al \u00e1rea de TI de Luminus realizar ajustes o cambios que maximizan la utilidad de la soluci\u00f3n, tanto para agentes como para clientes.<\/p><\/div><\/div><div data-box=\"2\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2022\/07\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_4.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Unificaci\u00f3n de la totalidad del recorrido del cliente<\/strong><\/span><p>Luminus buscaba optimizar tanto la experiencia de cliente como la del agente. Gracias a la soluci\u00f3n de Odigo, el trabajo resulta m\u00e1s f\u00e1cil y eficaz para los agentes, ya que centraliza la totalidad del recorrido del cliente en una sola interfaz y combina tareas que se env\u00edan a los agentes a trav\u00e9s de varios canales.<\/p><\/div><\/div><div data-box=\"3\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2022\/07\/2021-04_16_Odigo-com-v2_Webpage-icons_become-a-partner.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Valoraciones previas del personal del contact center<\/strong><\/span><p>En la encuesta que realiz\u00f3 Luminus a finales de 2021 se pregunt\u00f3 a los m\u00e1s de 800 agentes su opini\u00f3n sobre c\u00f3mo podr\u00eda optimizar su trabajo la nueva soluci\u00f3n. Luminus se sirvi\u00f3 de estas valoraciones para la implementaci\u00f3n de la soluci\u00f3n de Odigo.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":509722,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":""},"tags":[],"region":[],"industry":[181],"topic":[],"class_list":["post-1004609","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","industry-utilities"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Luminus - Odigo<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/odigo.com\/es\/success-story\/luminus\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Luminus - 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