One of Switzerland’s most innovative and sustainable companies, Swisscom is the leading provider of mobile, network, internet and digital TV services for business and consumers.
Vital to its success are 4,000 sales and customer service agents who handle more than 50 million contacts annually, mostly incoming calls — in German, French, Italian and English. They also handle emails, chats and letters.
Those operations are powered by the on-premises Genesys Multicloud CXTM solution, which also connects 16 contact centres with Genesys outbound, workload management, reporting, analytics and workforce engagement management tools. “We’ve been a long-term Genesys client for many years,” said Marcel Hischier, Product Manager Customer Interactions at Swisscom. “It’s more of a strategic relationship. We share the same passion for customer experience and regularly collaborate as innovation partners, coming up with ideas and experimenting.”