Case Study: Leading Telecommunication Company increases customer reach and retention with Exelysis Contact Center

Leading Telecommunication Company - Customer Case Study

Leading Telecommunication Company, a Greek telecom operator founded in 1992 with a retail network of over 300 stores and partner call centers, needed to combine the mass outreach of modern call-center platforms with the personal touch of local stores to grow customers, profits and retention. To address this, the Customer engaged Exelysis and its Exelysis Contact Center solution, including the Exelysis Predictive Dialer and custom CRM, to modernize and centralize outbound and in-store communications.

Exelysis deployed a cloud-based Contact Center with an integrated custom CRM, predictive dialing that reaches thousands of customers per day, encrypted call recording, campaign management and real-time analytics; supervisors centrally upload campaign lists and manage both store and partner call-center agents. As a result, Exelysis enabled the Customer to communicate efficiently at scale while preserving a local approach, improving campaign productivity, enabling KPI-driven supervision and increasing customer acquisition and retention.