Serving close to two million residential and enterprise customers, leading Italian service provider FASTWEB had to be able to offer a mix of different communication channels. Also, contact centres agents needed easy access to all previous interaction details, regardless of the previously-used channel, to offer its customers the best possible experience.
Every day the company handles 80,000 interactions with current and prospective customers, using a mix of in-house and outsourced contact centres. Genesys services insure not a single piece of information is lost.
Now, Genesys Contact Centre Modernisation means in-house and outsourced agents only need a PC equipped with a softphone client, instead of bulky desk phones, and can operate and be managed as a single coherent entity.
Call centre agents have full history of customer interaction regardless of media
20 percent lower cost per seat with 30 percent improvement in system availability
Freedom to design new customer interaction processes through channel innovation