Case Study: International Game Technology improves service and reduces costs with Webex by Cisco

IGT improves services and reduces costs with a state-ofthe-art contact center and video collaboration

International Game Technology (IGT) is a global leader in gaming and lottery services with more than 12,000 employees that supplies systems for major lotteries. Faced with strict service-level agreements — in some cases requiring 95% of calls answered within 35 seconds — and agents distributed across five contact centers, IGT needed automated routing, analytics, and unified tools to handle high volumes (1.2 million calls annually) while maintaining rapid, reliable customer support.

IGT implemented Cisco Unified Contact Center Enterprise and Cisco video collaboration to centralize call handling, enable intelligent routing, integrate contact-center data into CRM, and support remote training and customer meetings. The solution allowed 130 agents to manage 1.2 million calls (vs. an estimated 200 agents previously), improved contact-center efficiency by 32%, reduced travel and cost per call, helped meet tighter SLAs, and increased internal and customer engagement.

International Game Technology

Kenneth McGovern

Principal Engineer