Case Study: Belgacom Directory Information Services achieves dramatic agent productivity gains and 30% lower costs with Genesys SIP-based contact center solution

Belgacom Directory Information Services Gets its Numbers Right

Belgacom Directory Information Services (Belgacom DIS) provides directory assistance for all telecom providers in Belgium, handling up to 90,000 calls a day with 300 agents. With a decade-long decline in call volumes and revenues as consumers move online, the company’s primary challenge was to drive down costs and develop new value-added services to protect margins.

Belgacom migrated to a SIP-based Genesys contact-center platform and implemented Genesys Self‑Service IVR, desktop and analytics; the IVR collects caller data, hands calls to agents and reconnects callers automatically. The move cut average agent talk time to about 30 seconds, boosted productivity (from ~600 to ~1,000 calls per agent per day), lowered maintenance costs by roughly 30%, delivered reliable operation with no downtime, and enabled a message‑forwarding service that created a new revenue stream.

Belgacom

Danny Verhaeghe

Product & Marketing Manager