innogy innogy is one of the five largest energy companies in Europe. On the Czech market, it is a leader among gas suppliers for households and companies and a major player in the electricity market. In the Czech Republic, innogy manages 41 customer care centers. Overall, more than 1.7 million customer interactions a year have been made by contact centers. Case study The time necessary for listening to calls shortened by Goal The company prides itself on its innovative approach and use of state- of-the-art technology, which was the main motivation for the deployment of speech analytics. Specifically, they aimed at improving their customer service and making their call centers more efficient. At innogy, the most significant issue was inaccurate call categorization. Agents la

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