Case Study: Rinascente improves customer service with Eudata’s Amazon Connect contact center

Eudata’s solutions for the world of retail

Eudata worked with Rinascente, the Italian department store group, to refresh its customer service technology and improve both agent and customer experience. Rinascente wanted to simplify voice services, automate processes, and create a path toward omnichannel support while keeping its customer care reliable and tailored.

Eudata implemented an on-cloud contact center based on Amazon Connect and integrated it with Salesforce CRM, using a single inbound number for customers, business partners, and employees. In just one month, the new setup supported about 80 agents, handled 10,000 contacts, answered 1,102 contacts within 15 seconds, achieved a 95% agent answer rate, and kept abandoned contacts to 5%, while also adding reporting, monitoring, and call recording capabilities.

Rinascente

Alberto Bonora

IT Infrastructure & Technologies Manager, VP of Marketing