MONACO TELECOM
Market leader thanks to the quality of its network, Monaco Telecom is also recognized for its exceptional customer service. To meet the growing expectations of its customers, Monaco Telecom had to modernize its tools. The old solution only managed tickets, without real synchronization with other channels. This limit hampered the operator in the effective management of its files.
By integrating more efficient and better connected tools, Monaco Télécom has strengthened its ability to monitor its customers. This transformation now allows for better coordination between the different services, thus providing an optimized and smoother customer experience.
Exists since 1997
861 employees
Turnover of €370 million
As a local operator, the quality of our customer relationship is a top priority. With the Nixxis solution, we benefit from a powerful tool that we fully control, allowing us to adapt and respond to our needs with complete autonomy. This combination is a true driver of efficiency in serving our customers.
Issues encountered by Monaco Telecom
- Stiff competition
- Lack of coordination between channels
- Too old a solution
Monaco Telecom achieves excellent results thanks to Nixxis Contact Suite
Monaco Telecom 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, 360° analysis of calls and agent activity, file tracking and complaint resolution have improvedh without having to increase its workforce. Each agent is allocated boxes according to his knowledge, which represents a considerable saving of time.