Cegeka

Consolidating contact centres improves efficiency

Cegeka provides high-quality ICT solutions across five countries, helping clients achieve their business objectives. Employing 3,200 people, it realised a 2014 turnover of €280 million—17% up from the previous year. In fact, Cegeka has become so good at outsourced IT support that many of its clients ask the company to take over their helpdesks, too. With an environment spanning multiple sites and at least three different contact centre technologies, adding extra seats or capabilities was a chore. Obtaining a single view of operations was near impossible. The handling of email was equally difficult.

The setup also hampered agents’ ability to collaborate with each other and with the rest of the business. Individuals had tried to overcome this problem with freeware messaging systems. To stop this free-for-all the company adopted Microsoft Lync. That’s how Cegeka found itself on the path to collaborative working, with presence as well as the ability to work with others throughout the enterprise using softphones, smartphones, and tablets.

Cegaka turned to Genesys to create a dynamic and flexible contact centre system to meet the needs to the growing business.

Benefits

  • 90% improvement of call response times
  • Time adding new call flows decreased from a week to minutes
  • Faster integration of contact centre acquisitions

Challenges

  • Improve collaboration between contact centres
  • Enhance quality of customer service

With full integration between sites we’ve improved agent collaboration and boosted customer service levels.

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