Bouygues Telecom is a major player in the French digital communications market. With Genesys as its trusted partner, the company has been at the forefront of customer experience innovation for the last 20 years — dreaming up amazing mobile, internet and TV service offerings.
Customer care at Bouygues Telecom is powered by the GenesysTM omnichannel contact center with 4,500 agents across 15 locations working as a single team. They efficiently manage up to 400,000 daily contacts, including inbound calls, email, self-service, and outbound voice and web callbacks. Workloads are highly automated; all tasks are arranged in a single queue, continually reprioritized and pushed to the right experts.
“We’re used to seeing projects with fast returns on investment. With callback, it was less than six months.”
Joel Brandt, Project Manager, Bouygues Telecom
