Case Study: FASTWEB achieves a next-gen multichannel virtual contact center and 20% cost reduction with Genesys

Broadband Leader Adopts Innovative Multi-Channel Strategy

FASTWEB, a pioneer in Italy’s broadband market since 1999 and now serving nearly 2 million residential and enterprise customers, faced a growing multichannel challenge: customers were contacting the company via phone, web and other media, and agents needed seamless access to complete interaction histories while in-house and outsourced contact centers required greater flexibility and transparency.

FASTWEB partnered with Genesys to deploy a SIP-based contact center modernization—moving to softphones over VPN, integrating Genesys with CRM and BPM systems, and unifying channels into a single virtual contact center. The solution enabled full interaction history across media, opened the door to email, chat and social channels, and delivered measurable benefits: a 20% reduction in cost per agent seat and a 30% improvement in platform availability, plus greater scalability and supplier independence.

FASTWEB

Guido Roda

Head of Information Technology, FASTWEB