Telecom Italia

To deliver outstanding customer experience, back- and front-office operations must run efficiently and in complete harmony.

Telecom Italia is leading the way. Their Caring Services Enterprise Division handles more than 13 million calls each year, including three million back office inquiries. Adding Enterprise Workload Management to their Genesys platform means that tasks always get assigned to the right person, with the right skills, at the right time.

Benefits include productivity gains, with agents able to handle multiple tasks and more functions than before. Service levels also improved, while a drop in customer issues moved the needle up on satisfaction ratings

Benefits

• Greater control and insight into back-office operations
• High adoption and satisfaction from agents
• 6% productivity gain
• 75% reduction in unresolved customer issues

Challenges

• Make back-office operations as efficient as front-office operations
• Improve the quality of customer interactions

Solutions

• Workload Management
• Workforce Planning
• Inbound IVR
• Digital Channels