Xperience UKI 2024 | 18 June 2024 London, UK Register now

FASTWEB

Broadband leader adopts innovative multichannel strategy

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.

Benefits

  • 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
  • Greater agent transparency offers outsourcing supplier independence

Challenges

  • Meet customer demand for multiple communication channels
  • Enhance flexibility of in-house and outsourced contact centres
  • Improve customer service

The fact that outsourced agent activities are integrated with those of in-house agents gives us greater flexibility and control.

Guido Roda, Head of Information Technology, FASTWEB