CUSTOMER CASE - Monaco Telecom - Nixxis | Omnichannel Call Center Solution

MONACO TELECOM

Reach increasingly demanding customers

Market leader in terms of network quality and recognized for its friendliness of service, Monaco Telecom had to evolve its tools in order to reach increasingly demanding customers. The company’s old solution allowed only ticket processing, without any real coordination with the company’s other channels, and thus hindered the Monegasque operator in the follow-up of its files.

Exists since 1997

861 employees

Turnover of €370 million

“We had a solution that could no longer meet the needs of our growing business. The Nixxis tool is very flexible. You can do whatever you need. You can easily control all parameters and how the system works.”

C. Pirinoli - HR, Communication & Customer Services Director, Monaco Telecom

Objectives

Monaco Telecom achieve great results using 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 SVI identification, 360° analysis of calls and agent activity, file tracking and complaint resolution have improved without having to increase its staff. Each officer is assigned boxes based on their knowledge, which represents a considerable time saving.