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Home > Customer Stories > Vidéotron

Vidéotron

Consolidates to a single centralized system for multichannel customer interaction

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Vidéotron delivers innovative products and services and provides an excellent customer experience. They are Quebec’s most respected telecommunications company, ranked as such for nine consecutive years. Vidéotron provides cable television, interactive multimedia, video on demand, cable telephony, wireless communication and Internet services to Quebec.

Vidéotron found a single-vendor solution with Genesys that worked across all channels, providing virtualized queues for all media types and one reporting system. Vidéotron now has centralized management of all applications and interactions with the ability to apply routing rules across all channels. Role-based access and multi-tenancy that enable data segmentation between the different companies Vidéotron serves provide the required security and scalability.

Benefits

  • Agent efficiency gains
  • Reduction in transfer errors
  • Scaleable, secure multichannel capability
  • Centralized management across all interaction channels and touchpoints
  • Consistent service delivery across all channels and touchpoints
Vidéotron

Challenges

  • SIP-enabled ACD and end-of-lifecycle IVR replacement
  • Multichannel interaction management
  • Role-based access and multi-tenancy for security
  • Integration to multiple back-end systems, Cisco phones
  • Complex environment requiring proactive monitoring, support

Solutions

  • Genesys Customer Experience Platform
  • Genesys Inbound/Outbound routing
  • Genesys Contact Center Modernization
  • Genesys Digital Engagement
  • Premium Care Support
  • Genesys Workspace
Read the customer story

“We knew that Genesys was already one step ahead of other vendors for digital engagement – SMS, email and chat. It became clear the learning curve for my team would take longer with other vendors than it would with Genesys. We are very satisfied with all the Genesys solutions we’re using.”

Martin Marois, Senior Manager, IT for Contact Center Technologies, Vidéotron

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About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

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