ZON

Improves customer experience with virtual customer service from Genesys

Find out how ZON implemented virtual customer service to ensure greater efficiency, cost savings, and customer satisfaction.

ZON is Portugal’s leading provider of Triple Play (Pay TV, broadband, and fixed and mobile telephony). With more than 1.6 million subscribers to their services, the company needed a way to deliver consistently great customer service on a large scale. Therefore, the company wanted to create a virtual contact centre where calls could be routed to agents in any location, which would improve the efficiency of call handling times.

They also sought to integrate the contact centre solution with the ZON Siebel CRM system and improve communication with customers by making better use of IVR and self-service solutions. A final complication was that ZON needed to get a new solution in place quickly. This was a major factor in the ZON choice of Genesys when it evaluated a shortlist of three suppliers. “Genesys already had a large customer base with diverse needs, so they really understood what we needed, [and] the functionalities that we would want,” said Fernando Fonseca, Director of Customer Care at ZON.

ZON has seen a number of efficiency improvements since introducing Genesys, as the adaptability of the Genesys environment allows ZON to easily enhance interactions with customers. Fonseca estimates that virtualising its contact centre operations so all calls are routed from a single queue means that the same pool of agents is now able to handle 10% more calls. What’s more, the company has also seen an estimated 30-second reduction in average inbound call handle times, resulting in an uptick in customer satisfaction.

Benefits

  • Improved reporting through a new centralised, virtual system that offers better management control over agents
  • By virtualising contact centre operations, the same pool of agents is now able to handle 10% more calls, thus ensuring efficiency gains
  • Better contract management of outsourced service providers
  • Genesys GVP handles 3% to 4% of calls that would have gone to agents
  • Integration with Siebel CRM means agents receive customer details at the same time as the call, which speeds issue resolution and reduces call handle times
  • User-friendly tools make it easy to facilitate changes to meet business needs

Challenges

  • Improve the quality of service provided to subscribers and increase customer satisfaction
  • Standardise solution across all sites
  • Improve efficiency of call handling and reduce handling times
  • Needed technology that was flexible and scalable, with the capability to integrate with existing CRM
  • Implement a completely new IT infrastructure, including a virtual contact centre so that calls could be routed to any location
  • Real-time reporting on key performance indicators (KPIs) for call queues

Because we didn't have much time to get a solution in place, we chose the vendor with the best existing customer references and greatest experience in virtual contact center solutions and that was Genesys.

Fernando Fonseca, Director of Customer Care at ZON

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