Case Study: Prysmian Group achieves omnichannel customer service with BeCloud Solutions

Prysmian Group - Customer Case Study

The Prysmian Group, a global leader in energy and telecommunications cables, sought to optimize its customer service operations and enhance the customer experience across its international markets. To achieve its strategic "Customer Centricity" goals, including omnichannel support and operational optimization, Prysmian partnered with vendor BeCloud Solutions for an innovative enterprise solution.

BeCloud implemented its BeInContact application, which was fully integrated with Prysmian’s Salesforce and SAP systems. The solution provided a single web interface for agents to manage multiple communication channels, including voice, email, web chat, Facebook Messenger, and WhatsApp. This enabled efficient customer recognition, intelligent call routing, and remote work capabilities. The implementation was a success, providing Prysmian with a flexible, reliable omnichannel service, real-time quality monitoring, and the ability to analyze all customer interactions against SLAs and KPIs to inform future strategy.

Prysmian Group

Andrea Barba

Solution Delivery Manager – Middleware & Contact Center Information Technology