MONACO TELECOM
Market leader in terms of network quality and recognized for its friendly service, Monaco Telecom needed to proceed to upgrade its tools to reach increasingly demanding customers. The company’s old solution only allowed a ticket processing, without coordination with the company’s other channels, and thus the operator in the follow-up of its files.
MONACO TELECOM
Market leader in terms of network quality and recognized for its friendly service, Monaco Telecom needed to proceed to upgrade its tools to reach increasingly demanding customers. The company’s old solution only allowed a ticket processing, without coordination with the company’s other channels, and thus the operator in the follow-up of its files.
Exists since 1997
861 employees
Turnover of €370 million
“As a local operator, the quality of our customer relations is a priority. With the Nixxis solution, we have a powerful tool over which we have control to (re)act according to our needs, in complete autonomy. This dual factor is a guarantee of efficiency in serving our customers.”
Goals
- Stiff competition
- Lack of coordination between channels
- Too old a solution
Monaco Telecom achieves excellent results thanks to Nixxis Contact Suite
Monaco Telecom has managed to maintain its reputation and increase its customer base by 10% in one year after the integration of Nixxis Contact Suite. Thanks to IVR identification, call analysis and agent activity at 360°, file follow-up and complaint resolution have improved without having to increase its workforce. Each agent is allocated boxes according to his knowledge, which represents a considerable saving of time.
25% growth rate in 2 years
17% more complaint resolution
Global reporting on contact center activity
Better workforce management
Monaco Telecom achieves excellent results thanks to Nixxis Contact Suite
Monaco Telecom has managed to maintain its reputation and increase its customer base by 10% in one year after the integration of Nixxis Contact Suite. Thanks to IVR identification, call analysis and agent activity at 360°, file follow-up and complaint resolution have improveds without having to increase its workforce. Each agent is allocated boxes according to his knowledge, which represents a considerable saving of time.
