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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 GenesysTM 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