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.
“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
