Bouygues Telecom

Leading the French telco market with innovative customer experience

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 Multicloud CX™ platform, which has enabled them much deeper insight into their customer’s needs, enabling Bouygues to offer bespoke packages for better customer experience.

Uniting digital customer journeys

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.

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