Bouygues Telecom

Uniting digital customer journeys

Bouygues Telecom is a major player in the French digital communications market. With Genesys as its trusted partner, the company has been at the forefront of customer experience innovation for the last 20 years — dreaming up amazing mobile, internet and TV service offerings.

Customer care at Bouygues Telecom is powered by the Genesys EngageTM omnichannel contact center with 4,500 agents across 15 locations working as a single team. They efficiently manage up to 400,000 daily contacts, including inbound calls, email, self-service, and outbound voice and web callbacks. Workloads are highly automated; all tasks are arranged in a single queue, continually reprioritized and pushed to the right experts.

Benefits

  • 2% uplift in sales
  • 10% increase in customer satisfaction
  • 25% decrease in call transfers
  • 5% rise in first call resolution
  • 200 saved support days

We’re used to seeing projects with fast returns on investment. With callback, it was less than six months.

Joel Brandt, Project Manager, Bouygues Telecom

Challenges

  • Deliver amazing, efficient customer service
  • Uncover the full revenue potential of every contact

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