Bouygues Telecom is a leading telco provider with 17 million customers on landline and mobile. They know that customer experience is imperative for customer retention. A journey to provide omnichannel offerings has resulted in many improvements including a 10% uplift in their NPS. They were an early adopter of Conversation Manager on the Genesys PureEngage™ platform, which has enabled them much deeper insight into their customers needs, enabling Bougyues to offer bespoke packages for better customer experience.
Customer care at Bouygues Telecom is powered by a Genesys 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. Read more in our customer success story.