Nixxis | Customer case - Monaco Telecom

Intrum

Faced with a huge flow of outbound callsthe company had a very low pick-up rate fromto a lack of detection invalid numbers and answering machines. Furthermore, the collection company must coordinatecoordinate several communication channels at the same time, depending on the progress of the case.

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

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 the parameters as well as the operation of the system.

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

Goals

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.